The Resident Liaison Officer is themain point of contact for residentsand will manage queries and complaints in a timely manner. The Resident Liaison Officer is responsible for carrying out pre-entry visits/surveys to ensure appointments are confirmed for access for the works to be carried out. Building relationships and engaging with the residents at all times to ensure their voice is heard and supporting them whilst refurbishment works are being carried out and completed in their homes..
Person Specification: Assessment
Qualifications or Training NVQ Level 2 or above in a customer care related discipline (or prepared to study towards this) GCSE or equivalent standard in Maths and English.
Experience and Knowledge Resident / Tenant Liaison Officer / Customer Service on site experience within a social housing environment (desirable) Experience of the use of Microsoft office software in particular Outlook, Word, Excel, Power Point. General office duties
Skills and abilities
- Caring and empathetic to Residents.
- Have effective communication skills both written and verbally.
- Have the ability to manage own workload.
- Ability to work collaboratively with others to deliver high quality services to our customers and Residents.
- Hold a full clean driving licence and when necessary, go to other sites to help cover when other RLOs are on holiday or out sick.
- Have a sense of humour and make a good cup of coffee.
- Minute taking.
General Responsibilities and duties (this list is not definitive and may be added to as and when the SM / PM see fit)
- Undertaking specified RLO duties
- Assisting site manager and project manager with general office duties and filing
- Assisting the site manager where required in daily tasks.
- Keep the residents satisfied and away from the site management to enable them to focus on their functions.
- Ensure that the site office and meeting room are kept clean, neat, tidy and organised at all times.
- Taking of detailed minutes at project and contractor meetings. Minutes to be compiled and sent out within 48 hours.