Resident Liaison Officer

Description

• To be responsible for meter readings at contract and decant houses where appropriate.
• Ensure your skills and knowledge is abreast of new technologies in the industry.
• Be aware of the Lone Worker policy and the associated Risk Register for each project.
• To attend site meetings or any meetings relevant to the project.
• Ensure you complete all mandatory training related to your role.
• Respond and action all complaints in line with customer care process and accurately record all complaints on the appropriate tracker/system.
• Immediately inform the Site Manager of any issues or problems arising.
• Ensure Customer Satisfaction is captured monthly by completing the mandatory 7Day Feedback calls.
• Provide support for new team members.
• Attend RLO team meetings.
• Ensure implementation of all Company policies and procedures.
• Effectively communicate with residents in line with the Resident Engagement Strategy using the agreed communication templates.
• To provide handover packs to residents if applicable.
• 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.
• Complete all Pre-Entry induction visits for the properties listed within the programme.
• Respond courteously and promptly to all customer queries and complaints.
• Keep customer informed as to action taken in respect of their complaints.
• Work closely with the Client and their representatives in ensuring good relations and information sharing is maintained.
• Identify any potential Safeguarding concerns and raise via the appropriate reporting lines.
• Be responsible for your safety and others around you, including public protection

Requirements

• Be self-motivated but must be able to work as part of a wider team
• Previous liaison officer experience
• Good administration skills with the ability to coordinate numerous tasks during the working day.
• Excellent interpersonal and communication skills, with the ability to effectively communicate with a wide range of stakeholders, internally and externally.
• Hold a full clean driving license with the ability to travel to various locations in the region
• Be adaptable
• Confident communicator able to communicate at all levels with the ability to talk to stakeholders of various educational, social and ethnic backgrounds
• Ability to work on own initiative
• Proficient IT skills along with a good working knowledge of Microsoft Office (Word, Excel, Outlook & Teams/SharePoint).
• Reliable, confident and have a positive, can-do attitude
• Be organised, methodical and be able to work to deadlines in a fast paced environment
• Competent, clear and concise writer
• Resident focused with an excellent understanding of the client need
• Knowledge of decarbonisation retrofit works and the associated requirements/processes
• Strong presentation skills

Benefits

• 24 days annual leave (+ public holidays)
• Employee discount shopping schemes on major brands and retailers
• 24/7 Employee Assistance Program and access to mental wellbeing app
• Pension Scheme
• Cycle to work scheme
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
• Life Cover equivalent to 1.5 times annual salary
• Gym membership discounts

Training + Development

Interview process

Visa Sponsorship

Security clearance