We are looking for a Tenant Liaison Officer to join out team. As a Tenant Liaison Officer, you will be the primary point of contact for customers throughout planned improvement works. Your role involves facilitating clear communication between residents, project coordinators, and contractors to ensure a seamless experience. You'll inform customers about project details, assist them in making choices regarding materials and finishes, and coordinate arrangements for those needing temporary accommodation.
We are one of the largest housing associations in the North of England, managing over 38,000 homes across the North of England. We are a non-profit organisation, meaning any money we make is invested back into the company for the benefit of our residents and local communities. As an organisation we are committed to having a Diverse and Inclusive workforce. We would therefore welcome applications from candidates with any of the nine protected characteristics. We are also proud to be a Disability Confident employer.
Please note that this position is a fixed-term contract lasting 12 months.
Requirements
Outline of key responsibilities for the Tenant Liaison Officer...
- Inform the customers on all aspects of planned improvement works including the timescales involved, contractor details, the disturbance that is to be expected, the preparation required by the customer, the dangers and risks that may be expected (as far as can be foreseen) and the projected final outcome.
- Collate/gather colour choices for customers (where applicable) Also ensuring that sufficient copies of plans/designs and manufacturers literature/samples and exhibits are available.
- Undertake home visits to assist with the consultation process.
- Prepare display boards, publicity material etc; run an event or presentation during the consultation stages of schemes in conjunction with other staff as necessary (this may involve evening/weekend work).
- To consult with customers in their homes and to advise them about the choices of materials available for components and finishes, to give them advice on heating costs, insulation, security, functionality etc, and to give them the opportunity to help them make their own decisions from the range of options available.
- Work with the Project Coordinators and contractors on the programme/running order of the scheme. Ensure that the Project Coordinators/contractors receive the customers' choices and documentation in good time.
- To consult with customers and arrange alternative respite accommodation for those who cannot remain in their homes during planned improvement works. This particularly includes making arrangements for older, vulnerable and disabled customers and may include liaising with relatives, care workers, occupational therapist and other agencies.
- To attend meetings with staff, contractors and customers to contribute to the effective delivery of the improvement programme and to highlight and recommend appropriate action.
- To deal with customers enquiries over the telephone, face to face and in writing - and seek to resolve any disputes that may arise during the works. Refer problems that cannot be resolved to the team as necessary.
We are looking for someone who has...
- A Full UK Driving License and Access To a Vehicle
- Experience of working within a customer service environment, in particular dealing with difficult customers, respecting their opinion and keeping the customer informed.
- Experience of organising and planning own workload, with the ability to prioritise work, meet deadlines and keep others informed of progress and changes.
- Experience and ability in using ICT systems to input, extract, update, and provide statistical data, in particular Microsoft Office products including Word, Excel, Outlook and PowerPoint.
- Experience of working unsupervised, using own initiative and taking ownership to solve problems/issues promptly.
Benefits
_In return, we are offering the successful candidate in the Tenant Liaison Officer role: _
Please note that this position is a fixed-term contract lasting 12 months.
- Salary: £26,862 per annum
- 27 days annual leave (rising to 32 over 5 years' service) + bank holidays
- You will be based from our Halifax office.
- Hybrid working
- You will be working 37 hours per week, Monday - Friday
- Wide range of technical, professional, and personal development training opportunities
- Attractive pension schemes - including Local Government Pension Scheme (LGPS)
- Health and wellbeing benefits including access to GPs
- A range of financial and lifestyle benefits including cycle to work, vehicle leasing and financial advice
- We have a range of staff support networks, including menopause, culturally diverse, LGBTQ+ and disability.
- To view the full range of our award winning benefits click on the Employee Benefits Link
THG reserves the right to close this vacancy early if sufficient numbers of applicants are received. Therefore, please apply without delay!
Please ensure you fully answer the questions on the application form.
Due to the nature of the role involving work with vulnerable members of society, this post is subject to a Full Criminal Disclosure, which will be carried out when a conditional offer is made.