________________________
_____________________
___________________
______________________
_____________________
______________________
_______________________
________________________
_____________________
____________________
Resident Liaison Officer - Social Housing Planned Works Based in Kent Full time, permanent £29k car allowance We are working with a leading main contractor to find a successful and proactive Resident Liaison Officer to join their team delivering Planned Works in Social Housing in Kent. It will be your responsibility to develop positive relationships with residents in order to provide information and support during refurbishment, maintenance and major works programmes. You will prevent and limit dissatisfaction, resolve complaints and queries quickly and efficiently. This scheme is working closely with a public sector client so previous experience working for a main contractor on similar projects is ideal but not required as training given on the job. Key Responsibilities include: Working on planned maintenance projects Decent Homes programme experience Full clean driving licence with own vehicle Pre-entry visits and company inductions Collect tenancy agreement/approval forms Visiting tenants in their homes and advising them on when and what work is being carried out Act as the main point of contact and deal with any problems/queries that the tenant may have Contacting neighbourhood housing associations and establishing working relations with them Visiting properties that are being refurbished with potential tenants and advising them on completion dates Attending and chairing tenant forum meetings to advise tenants of works being carried out You will be working for a modern, forward-thinking business; that believes the strengths, skills and personalities of their people are the key to the group's success. Please apply online now or give Meg a call on for more info!
Our client is a leader within the built environment, working on multi-million projects throughout the UK. JOB DESCRIPTION: To promote and deliver a high standard of customer care for all residents, ensuring strong communication links exist between the resident, the client, the call centre and the operational team enabling the works to be managed effectively and proactively addressing any issues as they arise. Specific Responsibilities: Ensure that HSE & Q standards, operating processes, company policies and all legislative requirements are understood, implemented and adhered to at all times. Learn and understand the way of working ensuring that the processes are complied with and adopted into your daily disciplines. Induct other employees in the process as required. Act proactively to maximise comfort for all residents ensuring that any issues which arise are resolved quickly and effectively. Ensure that all residents can access and receive the best possible service. Assist in the monitoring, evaluation and control of service performance. Learn and understand the requirements of the FLAG system and ensure that this is adhered to at all times. Demonstrate respect, sensitivity and discretion in a public facing role. Coordinate and attend pre-start meetings with residents to carry out needs assessment, establish colour choices/styles and complete associated documentation, discuss how to prepare for the works to be carried out, health and safety matters and safeguarding issues etc. Develop action plans arising from needs assessments through liaison with the client's representative and site management as appropriate. Co-ordinate and attend all relevant Resident Liaison forums to develop relationships with key groups, to inform them of the work taking place, to understand their priorities, receive feedback and address any concerns they may raise. Ensure effective and regular written communication and information is provided to residents throughout the course of works including pre-start documentation, issuing of notices (7, 14 and 28 day letters or as instructed by the client), information about the scope of works, associated timescales and any changes to the programme. Ensure effective and regular communication with residents through the coordination and administration of contact lists, newsletters, meetings, daily visits, open days and group events etc Create and maintain property diary, record and photograph the condition of white goods/working area for every property, before work commences, log details of daily visits and ensure that records are appropriately saved. Ensure residents are provided with out of hours contact information. Develop key client contacts to ensure that the residents are fairly represented and that service delivery is maintained at the highest possible level. Resolve any escalated complaints and ensure that an effective Complaints and Customer Care Procedure are in place. Carry out product training with residents as appropriate. Contact residents post-completion to confirm satisfaction/address outstanding matters and ensure resident is aware of the 12 month defect liability process. Work closely with the wider team to ensure that contract requirements and Key Performance Indicators are achieved. Maintain effective working relationship with the Call Centre team ensuring that Customer Service is delivered at all times. Monitor and record all complaints of alleged damage to resident's property or personal belongings, proactively investigating and resolving any concerns, ensuring complaints and proposed solutions are communicated to the management team. QUALIFICATIONS Over 2 years' experience in a customer service role, or similar. I.T literate particularly Microsoft Office and Excel and keen to extend knowledge on software packages. Well-developed verbal and written communication skills and the ability to work co-operatively with multi-disciplined groups. Team player, but also comfortable working alone. Understands the need for respect, sensitivity and discretion in a public facing role. A valid driving licence. Experience of Housing and/or Planned Maintenance - desirable, Some flexibility of working hours may be required (evening meetings). Self-Motivated, enthusiastic and calm under pressure. Competitive salary car allowance