We are delighted to be recruiting for a Tenant Liaison Officer to support the Disrepair (Housing Claims) Team. This role will play a key part serving as the primary point of contact between customers (tenants and residents) contractors, and operational teams during disrepair projects. This will cover our work predominantly throughout the London Borough of Barking & Dagenham.
Responsibilities include:-
• Acting as a crucial intermediary between the site teams, residents, and colleagues.
• Being the main contact for residents, keeping them informed about project timelines, progress, and any disruptions.
• Ensuring residents are aware of the works processes and communicate updates / changes accordingly
• Attending regular client representative and tenant meetings and workshops to ensure highest level of customer service is provided at all times.
• Ensure a consistent approach to customer care is adopted,
• Managing the Tenant’s Complaints procedures as a point of escalation.
• Updating the database to reflect on-going works.
• Collaborate with internal teams as necessary (such as planners and operatives) to assist with booking appointments and managing schedules
• Facilitate communication between all stakeholders for a seamless project experience.
• Addressing residents' concerns and complaints, ensuring their needs are met
What we're looking for:
• Previous experience in customer service or housing-related roles, ideally within a Resident/tenant Liaison Officer (RLO) role.
• Experience of repairs and maintenance programmes in occupied premises, ideally with legal disrepair/housing condition claims environment.
• Proven track record of successfully managing the workload across planned maintenance programmes.
Skills and Abilities:
• Strong interpersonal and communication skills
• Confidence to manage sometimes difficult situations, and proven ability to work collaboratively with a range of stakeholders.
• Empathy and the ability to build trust with residents, tenants and customers.
• Knowledge of housing regulations and disrepair protocols.
• Excellent organisational skills to manage multiple cases simultaneously.
• Self-motivated with a proactive attitude to see cases through to resolution.
Working arrangements
• Full-time, permanent
• Office based, with some flexibility available (a minimum of 3 days in office)
• Salary £32, per annum
About us:
BD Group is a dynamic Local Authority Trading Company (LATCO) subsidiary of the London Borough of Barking and Dagenham. We provide critical infrastructure services including:
• Repair and maintenance for 18, social houses
• Capital works programmes
• Cleaning and catering for over 40 schools
• 24/7 emergency repair services
• Facilities management
• Environmental services
Our mission combines private sector efficiency with a genuine public service ethos, reinvesting all profits back into our community.
Perks & Benefits:
Competitive salary and benefits package including:
❤ Heart Hub rewards, perks & benefits platform
❤ Group Life Assurance
❤ Private Medical Insurance
❤ Pension Scheme
❤ Paid Holidays
❤ Family Friendly Policies making work-life balance more achievable
❤ Health & wellbeing support including an Employee Assistance Programme (EAP)
❤ Great offices & local amenities including our on-site Café (with discounts available via our app)
❤Access to independent mortgage advisory service
❤ Free parking at our head office - The Cube
❤ Free on-site parking
❤ Career development and training opportunities
❤ A great team with a friendly and inclusive workplace culture.
To Apply:
If you're passionate about making a difference and eager to grow in a supportive environment, we want to hear from you! Apply now and by clicking 'apply' below to submit your CV and outline relevant skills and experience via the application form for the opportunity to become part of our success story.