Job Title: Resident Liaison Officer
Location: Crawley
Salary: 19.05 per hour temp-perm
Sector: Social Housing
MUST HOLD A UK DRIVING LISENCE AND WILL BE GIVEN A CAR
RLO
Requires Social Housing experience
* Computer Skills essential
* Strong within Excel and Word
* Strong customer facing skills
* Hold a UK Driving Licence
* Will be between Office and visiting tenants
* Will be given a car
* Needs to be local to Crawley no longer then 1 hour
* Initial chat on teams then invited in for a face to face
Key Accountabilities will include:
* Acting as the main point of contact for residents, prioritising their needs and addressing concerns throughout the site works.
* The role focuses on fostering a safe, secure, and positive living environment while working closely with site staff to minimise disruptions.
* Clear, proactive communication and meticulous planning will ensure scheduled access to residents' homes, building trust and delivering a seamless, customer-centric experience during the works.
* Set up, undertake and manage the Tenant/Customer/Resident Liaison Service across multiple sites.
* Attend regular client representative and tenant meetings to ensure highest level of customer service is provided at all times.
* Manage the Tenant's Complaints procedures as a point of escalation.
* Maintain and update the on-site Database to reflect on-going works.
* Organise and host regular surgeries to address residents' queries, concerns, and feedback.
* Maintain a structured complaints procedure and handle disputes and damage claims promptly and fairly.
Key Responsibilities of the Resident Liaison Officer:
o Engaging with residents and understand the needs of the community to deliver a personal service
o Provide a friendly courteous service in connection with residents
o Support, communicate and advise the site team
o Live the company values being fair, forward-thinking, accountable, customer focussed, open, transparent, proud and passionate, so that the highest standards of customer care can be achieved
o Be committed to diversity and inclusion of all
o Comply fully with the Company Code of Conduct, health and safety requirements, legislation, regulations, policies and procedures
o Undertake resident profiling to identify individual needs and tailor our service
o Implement our Customer Journey process to guide residents to manage expectations, maximise satisfaction and explain works, give notices, write newsletters etc
o Make access arrangements mutually convenient with residents
o Attend evening/weekend appointments where necessary
o Organise community events
o Manage complains/compliments and deal with all feedback. Keep complaints log with remedial actions and report weekly to the client
o Lead aftercare/handover service
Requirements of the Resident Liaison Officer:
o 1+ year of experience as a Resident Liaison Officer (Social Housing).
o Strong communication skills and empathy.
o Ability to work under pressure
o Excellent Communication Skills
o Excellent Time Management
o Work well under pressure
o The ability to meet deadlines
o People management skills
o Negotiation skills
o Self-Motivated
o High levels of accuracy
o The ability to think strategically
o Presentation skills
o Able to work on own initiative
If you feel this Resident Liaison Officer position is of interest to you, please either apply for the position directly or call Natasha on (phone number removed). please send your cv directly to: ,uk
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