Resident Liaison Officer

Resident Liaison Officer

Location: London

Salary: £26,000 - £30,000 per annum

The Role

To provide information and support for tenants and leaseholders whose home are affected by major works and to ensure that procedures for communicating and consulting with residents on capital projects demonstrate Best Value.

Key Responsibilities

The postholder will be responsible to the Planned Works Project Manager on specific matters relating to their projects. The postholder will undertake the following specific duties:

• Offer information, advice and assistance to tenants and leaseholders whilst major works are being carried out to their homes.
• Liaise with and set the standard for contractors and their RLO’s (and where appropriate consultants) engaging with residents.
• Take an active role in developing, agreeing and managing the residents’ consultation plan for individual projects.
• Agree with contractors/Inhouse staff the resident’s information packs, and format and content of updates to residents, including newsletters using a variety of media outlets.
• Coordinate the temporary or permanent re-housing of residents, where necessary.
• Advise Project Managers of the likely effects of capital works on residents.
• Liaise with contractors, external agencies and client representatives to secure satisfactory outcome where there are difficulties in gaining access to dwellings or where there are other disputes with residents.
• Ensure that insurance claims and other claims submitted by residents are processed efficiently.
• Initiate and manage legal action against individual tenants and/or leaseholders where necessary.
• Participate in the development of capital projects, as a project team member.
• Advise Project Managers of any issues which may affect the project.
• Arrange and attend meetings, presentations and exhibitions for residents. This will require working outside normal working hours and at evenings and at various locations throughout the borough.
• Design and carry out social surveys prior to the commencement of major projects
• Establish and maintain a customer feedback/complaints procedure for each project
• Ensure information on vulnerable residents or those posing a risk is communicated in line with policy.
• Ensure proactive approach to identify vulnerable residents within programmes, and where appropriate ensure adequate provision made for their needs long term.
• Devise and maintain systems for reporting defects arising during the work or afterwards.
• Undertake resident satisfaction surveys following the completion of capital projects, including a full analysis of the results.
• Review regularly the procedures for consulting and communicating with residents and suggest improvements.
• Assist in the implementation of the Best Value Action Plan for the Capital Programme
• Any other relevant and appropriate duties as may be required for the delivery of the capital investment programme

Equal Opportunities

Demonstrate an understanding of and commitment to their policies in relation to Equal Opportunity, Customer Care and service delivery, and the ability to implement these policies in the workplace.

Skills and Qualifications

• Educated to GCSE level C Skills
• Knowledge of the construction industry and site operations.
• Knowledge of health and safety matters.
• Knowledge of current developments in housing policy and customer service.
• Experience of working in social housing, local government or customer-service environment
• Experience of working with tenants and leaseholders whose homes are undergoing major building works.
• Ability to communicate effectively, both in writing and verbally.
• Can create and maintain constructive working relationship with people at all levels, both internally and externally.
• Analytical and problem-solving skills.
• Ability to plan own work in logical way without close supervision.
• Ability work well under pressure and to tight deadlines.
• Ability to create simple spreadsheets, and update more complex ones
• Ability to do mail merges and issue communications to residents
• Proficient in Microsoft – Word & Excel

Their Values & Behaviours

• "We put local people at the heart of decision making in everything we do"
• "We seek to include and involve: all voices matter"
• "We provide quality services that are responsive, effective and efficient"

The following examples are indicators of effective behaviour:

• "I actively involve and include the communities that I serve in my work"
• "I shall reflect the views of the communities in my daily work"
• "I shall improve the service I provide through seeking feedback from others"

Their residents will feel that:

• "I have been included"
• "I can see how their views have been taken into account"
• "I can see improvements and developments based on my input"

Benefits

• Company laptop
• Company phone
• Company car

To Apply

If you feel you are a suitable candidate and would like to work for this reputable company, please do not hesitate to apply.