Resident Liaison Officer/Tenant Liaison Officer
Contract: about 1 month (possible extension)
Base Location: Remote (Travel Required to Liverpool and Lancashire Area) Salary: £14.35 ph PAYE Working Pattern: Mon to Fri, 8:00 to 16:30
EQUANS is a global leader in energy services, with nearly 100,000 employees in over 50 countries and an annual turnover of over 17 billion euros. In the UK & Ireland, EQUANS provides FM, regeneration, technical, and energy services, specialising in smart buildings, green mobility, district energy, as well as renewables. EQUANS' 13,500 UK & Ireland employees support the transition to net zero and digital and industrial transformations. EQUANS is a Bouygues group company.
To deliver exemplary customer care and communication throughout the delivery of a project. To be the main point of contact between the resident, site team and relevant client stakeholders. To assist in the smooth running of contracts by delivering a consistent service across the region. To understand, implement and adhere to the company H&S policies.
Key Accountabilities:
Effectively communicate with residents in line with the Resident Engagement Strategy using the agreed communication templates.
Complete all Pre-Entry induction visits for the properties listed within the programme.
Be aware of the Lone Worker policy and the associated Risk Register for each project.
Identify any potential Safeguarding concerns and raise via the appropriate reporting lines.
Prepare and maintain each week a monitor tracker for the project.
Keep all residents fully informed regarding the programme of works regarding their home.
Regularly visit residents to maintain communication and answer and/or resolve any issues or problems that may arise or have already arisen.
Immediately inform the Site Manager of any issues or problems arising.
Ensure Customer Satisfaction is captured monthly by completing the mandatory 7Day Feedback calls.
Work closely with the Client and their representatives in ensuring good relations and information sharing is maintained.
To be responsible for meter readings at contract and decant houses where appropriate.
To attend site meetings or any meetings relevant to the project.
Attend RLO team meetings.
Community and Social Value awareness.
To provide handover packs to residents if applicable.
Provide support for new team members.
Respond courteously and promptly to all customer queries and complaints.
Respond and action all complaints in line with customer care process and accurately record all complaints on the appropriate tracker/system.
Keep customer informed as to action taken in respect of their complaints.
Ensure you complete all mandatory training related to your role.
Ensure your skills and knowledge is abreast of new technologies in the industry.
Seek out training and development opportunities for yourself and the wider team.
Ensure implementation of all Company policies and procedures.
Be responsible for your safety and others around you, including public protection
Key Skills, Knowledge and Experience
Excellent interpersonal and communication skills, with the ability to effectively communicate with a wide range of stakeholders, internally and externally.
Proficient IT skills along with a good working knowledge of Microsoft Office (Word, Excel, Outlook & Teams/SharePoint).
Good administration skills with the ability to coordinate numerous tasks during the working day.
Competent, clear and concise writer
Strong presentation skills
Ability to work on own initiative
Knowledge of decarbonisation retrofit works and the associated requirements/processes
Hold a full clean driving license with the ability to travel to various locations in the region
Previous liaison officer experience
Applicants must have access to their own vehicle. Mileage expenses will be reimbursed.
What happens next?
Your application and CV will be carefully reviewed by the recruitment team managing this position. If your experience matches the role requirements, we will contact you within 48 hours to discuss the opportunity and outline the next steps.
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.
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