Purpose
The Resident Liaison Officer (RLO) will work with the site management team to help enable the works by arranging access, providing information, and managing relationships with the residents, occupiers, and users of the homes and buildings we are working on.
Reporting to: Customer Experience Manager
Location: Arbroath
Salary: Depending on experience – excellent benefits package
Working Hours: Full-time 8am – 5pm Monday to Thursday and 4pm on Friday
Fixed-term role for 30 weeks, with the potential for extension depending on project timelines or the commencement of new projects.
Primary Responsibilities
* Manage relationships with the residents and occupiers of the homes and buildings
* Arrange access to enable the works
* Manage communications and complaints from customers, residents, and occupiers
* Help mitigate the impact of the works on the residents and occupiers as much as is reasonably possible
* Be a positive ambassador for McConnell, using empathy and effective communication to achieve high levels of customer satisfaction and service excellence
SHEQ Responsibilities
* Take personal responsibility to understand and comply with site SHEQ standards
* Wear appropriate PPE at all times
* Report any concerns for resident or occupier health and safety to the Site Manager
* Ensure any risks, near misses, and incidents are reported to the Site Manager as soon as possible
* It is essential to ensure the Lone Working Procedure is adhered to
Customer Care
* Develop and implement a Resident Communication Plan (RCP)
* Carry out resident visits prior to work commencing to suit the requirements of the RCP
* Provide contact numbers and a pack detailing the full RLO and project process
* Assess high risk & vulnerable residents and ensure the Site Manager tailors works according to the risk level
* Carry out a photographic or video property condition, appliance, and protective measures survey, with the Resident before works start in the home
* Establish resident’s individual requirements by carrying out an initial resident profile, documenting any points discussed and tailoring individual plans accordingly
* Arrange appointments for surveys and works with the resident and site teams, ensuring letters are sent out confirming all surveys, work dates and agreed access arrangements
* Where necessary, consult with resident representatives and groups, arranging meetings to communicate the programme, get feedback and discuss any other locally significant issues with Senior Resident Liaison Officer and McConnell Community Investment Team (where applicable)
* Distribute high quality, easy to understand communication materials as required for residents and occupiers
Qualifications & Experience
Essential
* Good interpersonal skills
* Excellent verbal and written communication skills
* Asbestos Awareness
* First Aid at Work
Desirable
* Previous customer service experience
* Understanding and respect for Health and Safety
* Full UK Driving Licence
* Health and Safety training (I.e., First Aid, Fire Marshall)
Job Types: Full-time, Fixed term contract
Benefits:
* Company pension
* Free parking
* On-site parking
Work Location: In person