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My client is a tier 1 national main contractor, they are looking to appoint a Senior RLO for a flagship social housing project in North London.
The Senior Resident Liaison Officer duties will be:Visiting residents homes when required and dealing with their needs and queries
Dealing with complaints, ensuring they are registered and reported within company guidelines
Ensure all complaints are investigated and resolved in a timely manner within company targets and liaising with residents of their outcome
Keeping the complaint log up to date and creating reports to ensure the service is continually improved
Scheduling appointments for additional works if necessary and monitoring to ensure they are carried out to the residents satisfaction
Liaising with the Resident Liaison Manager and regional manager if goodwill gestures or compensation are required.
Overseeing the resident surveys, making sure they are being completed and recorded in order to create monthly reports highlighting any actions that need to be addressed and following them up until completion
Being part of monthly meetings with the contract team and supplying reports detailed above
Ensuring all reports of improvement are reported to the Customer Service Manager in order for processes to be streamlined
Plan and attend resident surgeries, consultation events and association meetings when required
Assisting vulnerable people to enable them to report repairs
Working with vulnerable residents and liaising with housing officers and support services when needed and ensure the identified vulnerabilities are logged within the company system
Working with the Community Teams to organise volunteering and fund raising events
Complete daily work sheets, making sure to detail visits with residents and clients
Working collaboratively with the team by inputting ideas and suggestions to help the company improve their services
Comply with and uphold the companies policies and procedures
Working with the team to take on any ad-hoc duties for the smooth running of the division
Undertake any other ad hoc duties necessary for the smooth running of the planned maintenance division.
As a Resident Liaison Officer you will need:
Flexibility when it comes to travel as you will be travelling to multiple residents properties daily
Experience within a similar role in a social or local authority housing setting
Proven ability to communicate effectively with customers who may be dissatisfied, and to manage expectations where appropriate
Experience of using IT systems for job management along with excellent EXCEL skills as you will be using spreadsheets frequently
Good knowledge of planned maintenance services in housing to include regulation, legislation and best practice
Proven track record of delivering against targets and KPIs
Full UK Driving Licence
Enhanced DBS in place or willing to undertake one prior to starting
