This is a full time position in our Asset Management Team. You will lead on the delivery of excellent customer service within the Asset Management team.
You will work with the Project Managers to ensure that residents are fully consulted and engaged with programmes of investment works. You will plan the consultation process for each project and manage and report on satisfaction data at the end.
You will be key in ensuring projects run smoothly by keeping residents, internal and external stakeholders fully up to date with progress - offering choices and working to find solutions to any problems that arise.
Please note that this is a 12 Month FTC
Requirements
Responsibilities:
- Lead the consultation on projects as directed by the Assistant Director and Programme Manager
- Produce a consultation plan at the start of every project and design each plan with the particular client group in mind ensuring that it meets their communication needs
- Responsible for producing clear and full information to residents at the start and during the course of the project - giving choice and a full explanation of timescales
- Updating CRM system with all communications with residents over the course of a project
- Carrying out resident satisfaction surveys and reporting findings to the Assistant Director on a monthly basis
- Analyse information received to produce improvement actions at the end of project feedback meetings
- Please list 6 - 8 key responsibilities of the role starting with the most important responsibility
- Organise show rooms to demonstrate the quality of the products related to a scheme
- Work with the Clerk of Works to ensure that snagging items and defects are identified and actioned by the contractor
- Investigate and provide initial response to complaints
Experience:
- Experience of working in a customer service role
- Experience of delivering resident involvement initiatives
- Experience within Housing or Construction
Knowledge:
- Knowledge of regulatory requirements and best practice in relation to resident involvement
- Knowledge of Section 20 procedures
- Good understanding of Health and Safety
- Good understanding of building maintenance
Qualifications / Skills:
- Good communication skills including letter writing
- Ability to explain difficult or complex information easily and sensitively
- Ability to develop professional working relationships with contractors
- Effective negotiation and influencing skills
- Ability to work under pressure and remain calm and patient
- Able to resolve, anticipate and prevent problems and find solutions.
- Good IT skills
Benefits
For this role, we are offering a salary of £35,765 per annum with up to 10% pension contribution.
Together, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. Everyone is welcome.
Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.