Key Responsibilities:
- Be the main point of contact to ensure that all residents receive excellent customer service.
- Visit and issue approved communication and literature to residents prior to works being carried out.
- Creating tenant profiles by using data in the Housing Management system and undertaking home surveys before work commencement.
- Have regular contact with residents via their preferred method of communication.
- Agree access arrangements to ensure works are completed on time.
- Inform the resident of any delays or changes to the programme of works.
- Visit tenants to explain the nature and scope of work, conduct a 'site introduction', ascertain their individual requirements, arrange appointments/start dates and monitor access to individual properties.
- Arrange and attend meetings, presentations and exhibitions for residents. This will require working outside normal working hours and at various locations throughout the borough.
- Carry out follow up resident courtesy visits
- Advise and guide residents while the work is going on.
Key Outcomes:
- Ensure residents receive agreed written and verbal notifications of the commencement of works.
- Produce and oversee the production of appropriate communication material, e.g. letters, leaflets, newsletters, for site distribution or display, in relation to the planned refurbishment works
Essential:
- Knowledge of current developments in housing policy and customer service.
- Experience of working in social housing, local government or customer-service environments.
- Demonstrable experience of working with tenants and leaseholders whose homes are undergoing major building works.
- Ability to communicate effectively, both in writing and verbally
- Can create and maintain strong constructive working relationships with people at all levels, both internally and externally.
- Ability to plan own work in a logical way without close supervision.
- Ability to work well under pressure and to tight deadlines.
- Proficient in Google and or Microsoft - spreadsheets, and update more complex data sheets, mail merges
and issue communications to residents
- Knowledge of NEC Housing system
- Works well in a team and collaborates with colleagues across the Organisation in the spirit of One Team.
Desirable:
- Knowledge of health and safety matters.
- Presentation skills.
- Knowledge and application of Project Management
principles
- Knowledge of Retrofit projects
Analytical and problem-solving skills.
Ensure that all queries, complaints, and concerns that the residents may have been recorded and resolved
Visit residents after completion of works to ensure that the residents are satisfied.