Job Title: Resident Liaison Officer
Location: Crawley
Salary: £19.05 per hour temp-perm
Sector: Social Housing
MUST HOLD A UK DRIVING LISENCE AND WILL BE GIVEN A CAR

RLO
Requires Social Housing experience

• Computer Skills essential
• Strong within Excel and Word
• Strong customer facing skills
• Hold a UK Driving Licence
• Will be between Office and visiting tenants
• Will be given a car
• Needs to be local to Crawley no longer then 1 hour
• Initial chat on teams then invited in for a face to face

Key Accountabilities will include:

• Acting as the main point of contact for residents, prioritising their needs and addressing concerns throughout the site works.
• The role focuses on fostering a safe, secure, and positive living environment while working closely with site staff to minimise disruptions.
• Clear, proactive communication and meticulous planning will ensure scheduled access to residents' homes, building trust and delivering a seamless, customer-centric experience during the works.
• Set up, undertake and manage the Tenant/Customer/Resident Liaison Service across multiple sites.
• Attend regular client representative and tenant meetings to ensure highest level of customer service is provided at all times.
• Manage the Tenant's Complaints procedures as a point of escalation.
• Maintain and update the on-site Database to reflect on-going works.
• Organise and host regular surgeries to address residents' queries, concerns, and feedback.
• Maintain a structured complaints procedure and handle disputes and damage claims promptly and fairly.
  
  

  Key Responsibilities of the Resident Liaison Officer:

  • Engaging with residents and understand the needs of the community to deliver a personal service
  • Provide a friendly courteous service in connection with residents
  • Support, communicate and advise the site team
  • Live the company values being fair, forward-thinking, accountable, customer focussed, open, transparent, proud and passionate, so that the highest standards of customer care can be achieved
  • Be committed to diversity and inclusion of all
  • Comply fully with the Company Code of Conduct, health and safety requirements, legislation, regulations, policies and procedures
  • Undertake resident profiling to identify individual needs and tailor our service
  • Implement our Customer Journey process to guide residents to manage expectations, maximise satisfaction and explain works, give notices, write newsletters etc
  • Make access arrangements mutually convenient with residents
  • Attend evening/weekend appointments where necessary
  • Organise community events
  • Manage complains/compliments and deal with all feedback. Keep complaints log with remedial actions and report weekly to the client
  • Lead aftercare/handover service

  Requirements of the Resident Liaison Officer:

  • 1+ year of experience as a Resident Liaison Officer (Social Housing).
  • Strong communication skills and empathy.
  • Ability to work under pressure
  • Excellent Communication Skills
  • * Excellent Time Management
  • Work well under pressure
  • The ability to meet deadlines
  • People management skills
  • Negotiation skills
  • Self-Motivated
  • High levels of accuracy
  • The ability to think strategically
  • Presentation skills
  • Able to work on own initiative

  If you feel this Resident Liaison Officer position is of interest to you, please either apply for the position directly or call Natasha on #removed#. please send your cv directly to: ,uk