Tenant Liaison Officer

In your role as a Tenant Liaison Officer, you are responsible for managing the customer/resident journey whilst following the client and company engagement procedures.

• Managing the customer/resident journey whilst following the client and company engagement procedures.
• Identifying vulnerable tenants and any additional needs they might need to accommodate for them.
• To develop effective working relationships with residents, clients, sub-contractors, site-based personnel, local stakeholders, the local community, and the Customer Care department.
• Carry out: choice events, consultation events and individual consultation with residents regarding future work.
• To provide consultation and support to residents prior to, during and after works to their homes – ensuring high levels of customer satisfaction.
• Carry out individual resident inductions to include introduction to process, scope of works, property and personal belongings condition surveys inclusive of photographs for evidence.
• Ensuring that any problems/issues are dealt with promptly.
• Ensure relevant communication packs are set up for new contracts.
• Ensuring all resident data is kept safe and secure in line with the company and client GDPR policies.
• Complete resident profiling and work with the site management team to implement effective working practices and discuss with the client’s customer care team where appropriate.
• Agree access arrangements with the resident and book appointments to enable the work to their home.

• GCSE’s and above, or equivalent qualification.
• An understanding of H&S regulations and working practices relating to construction sites.
• A minimum of 1 year working in a customer facing role within the construction industry.
• The ability to efficiently organise a fluctuating workload.
• Customer service skills alongside strong and effective communication skills.
• A full UK driving licence.
• Involvement in Social Value Returns, identifying, organising and participating in community based events.

• Employee Assistance Programme
• Enhanced Pension Contributions
• Support for Continuous Professional Development
• Enhanced Maternity Pay
• Employer Paid Healthcare Cash Plan