Resident Liaison Officer

PiLon

Main Objectives:
• To assist the Contracts Manager and Site Manager in all aspects of resident engagement and client contact
• To maintain a resident database to assist in delivering of works programme in line with company policies
• To liaise closely with residents in their homes discussing specific circumstances, creating profiles to assist the completion of works with minimum disruption
• Working closely with clients to identify solutions for vulnerable residents and complaints
• To log complaints and these to be dealt with in a professional manner
• To be the first port of call for the residents who are experiencing difficulties with the works to their homes

Key Areas of Responsibilities:
• Acting as first point of contact for residents prior to works starting, to carry out surveys, to ensure residents are fully aware of the scope of works, giving approximate timescales and the resident’s responsibilities
• Establish resident requirements on the surveys and complete individual resident profiles
• Produce a database of the residents, including any vulnerable issues, what works are being completed etc
• To attend all required internal and client meetings
• Works closely with the client housing officers / engagement teams
• You will be the first point of call for residents. You will be responsible to investigate and resolve all stages of complaints and report these to the team and client
• Carry out your duties with due regard of Health and Safety
• Have regular daily contact with the resident before and during the works to their homes through letters, daily visits and telephone calls
• Gather relevant signed paperwork and photographic evidence for the works carried out and conducting customer satisfaction surveys towards the KPIs
• Ensure all residents have full service provisions at the end of each day
• Maintain the programme and advise of any changes to the entire team
• Compile a weekly report and distribute this internally to the Contracts/Site Manager on a weekly basis.
• Provide effective performance measurement and reporting in accordance with company standards and guidance.
• Input into project critical issues & risk log.
• Collecting and collating documentation for the property packs hand over to the client

Minimum requirements:
• A minimum of 12-month experience in a Public Facing Role
• Strong team player, excellent communicator both verbally and writing
• Ability to demonstrate compassion when working Customer Queries or Complaints
• Good working knowledge and experience of Microsoft Office including Outlook, Word & Excel
• Full UK Driving License

Desirable requirements:
• Experiences of working in the Social Housing Sector – either for a Contractor or a Housing Provider
• CSCS Card (Construction Skills Certification Scheme)
• First Aid Qualification

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