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Resident Liason Officer / Tenent Liason Officer
- Birmingham, West Midlands
- £18000.00 - 25000.00
- car / allowance, bonus, package
- Job Type:
- Date Posted:
Role: Resident Liason Officer / Tenant Liason Officer
Salary: £18,000-25,000, car / car allowance, bonus, package
You will be working for part of a global group with over 150,000 employees and revenues in excess of £60billion that designs, builds, refurbishes and maintains homes, buildings and the facilities, places and spaces that support our communities. You will work in partnership with housing associations, local authorities, the private sector and residents to invest in local communities, strengthen local economies and transform lives. You will specialise in working with public and private sector landowners and landlords, bringing brownfield sites into active use and breathing new life into neighbourhoods across the UK. You will be passionate about maximising the social and economic benefits wherever you work, which is why our client employ local people and suppliers and work closely with their residents.
Purpose of the Role:
The role of the Resident Liaison Officer is a vital one. For many residents you will be the first person they meet from your company. Through your words, action and commitment to giving good service, an impression of the company will be formed in the minds of your customers that will directly reflect on your company's good name.
Assist with setup
·Develop effective working relationships with client representatives to reduce duplication and ensure consistency of information and approach
·Visit each resident prior to engage them in the programme and obtain sign up to the Project.
·Establish resident's individual requirements by carrying out an initial resident profile, documenting any points discussed and tailoring individual communication plans accordingly. Work with site staff to implement effective practices
·Carry out a property condition survey and appliance survey with photographs where necessary with the tenant
before works start in the property
·Create and maintain resident files
·Liaise with site management staff to enable the flow of information between all parties
·Where appropriate, consult with resident representatives and groups, arranging meetings to communicate the programme, get feedback and discuss any other locally significant issues
·Arrange appointment for surveys and works
·Ensure all RLO procedures and paperwork is administered in line with Keepmoat policies and procedures
·Manage complaints in line with our complaints procedure
·Produce and distribute high quality, easy to understand communication materials as requested
·Participate in Project Management meetings as required
·Work with the Community Investment Officer to deliver initiatives to the residents
·Observe site Health & Safety rules and ensure any risks are reported immediately to the site manager
·Ensure the 'Key Safe' procedure is adhered to in line with company policy
·Arrange satisfaction surveys for all residents, collating responses and work with project staff to use feedback to improve our service
·Seek continuous improvement in resident liaison procedures
·Any other reasonable management request
·First rate communication skills
·Good at developing relationships
·Ability to work remotely as well as part of a team
·Able to work to deadlines
·Computer literate in MS office
·Previous experience within a face to face customer service role
·Previous resident liaison experience within the social housing sector
·Full clean Driving Licence
What our client offer:
·Competitive rates of pay - our client regularly check their pay against their competitors to make sure they reflect their position as market leader. They also review their pay every year.
·Bonus Scheme - their annual bonus scheme is linked to team and company performance.
·Special offers for staff - they run a range of offers and discounts exclusively for their employees including holidays, health club memberships and days out.
·Trust - they encourage you to come up with ideas and get the most out of your job with them.
·Recognition - they have a scheme to reward people who go the extra mile for their company.
·Development - they offer genuine development opportunities to progress your career.