Resident Liaison Officer - Social Housing - Planned Maintenance

Vital Info

  • South Yorkshire, West Yorkshire
  • Permanent
  • £20000 - £23000 per annum
  • 18/09/19

General Overview:

The role of the Resident Liaison Officer is to facilitate the smooth running of projects by building and maintaining positive relationships to ensure effective liaison between the residents, sub-contractors, client representatives and the team. To understand, implement and adhere to the company SHEQ policy/strategy. Reporting to the Contracts Manager / Senior Resident Liaison Manager / Site Manager.

Main Responsibilities/Duties Include:

  • Ensure implementation of all Company Policies and Procedures.
  • Develop effective working relationships with client representatives including housing department to reduce duplication and ensure consistency of information and approach keeping tenants fully informed with regard to the programme.
  • Assessing where high risk/vulnerable residents are present and ensuring Site Manager (SM) tailors works according to the risk level.
  • Visit each resident prior to work commencing to introduce and communicate the scope of works. Give residents contact numbers and a pack detailing the full RLO process
  • Establish resident's individual requirements by carrying out an initial resident profile, documenting any points discussed and tailoring individual communication plans accordingly. Work with site staff to implement effective practices.
  • Carry out a property condition survey and appliance survey with photographs with the Resident before works start in the home.
  • Create and maintain plot files (both paper and electronic).
  • Liaise with site management staff to enable the flow of information between all parties.
  • Where appropriate, consult with resident representatives and groups, arranging meetings to communicate the programme, get feedback and discuss any other locally significant issues with Senior Resident Liaison Officer and Community Investment Team.
  • Arrange appointment for surveys and works.
  • Ensure letters are sent out confirming all survey and work dates.
  • Ensure the "Key Safe" procedure is adhered to in line with Company policy.
  • To prepare a report where appropriate for the Senior RLO of events occurring affecting Residents. This report to include notes of all visits to Residents, all complaints or problems encountered and how these have been remedied, notes on problem addresses.
  • Manage complaints in line with our complaint's procedure.
  • Distribute high quality, easy to understand communication materials as requested
  • Participate in Project Management meetings as required.
  • Community Initiatives and awareness i.e. Newsletters / safety competitions etc by working alongside Senior RLO and Community Investment Team.
  • To provide aftercare packs and instruct on new installations.
  • Observe site Health & Safety rules and ensure any risks and near misses are reported immediately to the site manager
  • Attend community events alongside fellow employees.
  • Arrange satisfaction surveys for all residents, collating responses and work with Senior RLO to use feedback to improve our service.
  • Be responsible for your safety and others around you, to include public protection.
  • Attend all mandatory courses related to your role.
  • Comply with all the roles and responsibilities as set out within the SHEQ management system
  • Ensure the Lone Working Procedure is adhered to. (including usage of Skyguard App)
  • Any other reasonable management request as agreed with Senior RLO.

Previous Experience and Qualifications:

  • Previous customer service experience
  • Basic understanding of construction in social housing
  • Report writing
  • Previous resident liaison experience within the construction / social housing sector
  • Excellent organisational skills
  • Excellent communication skills
  • Ability to work to tight deadlines
  • Ability to work remotely as well as part of a team
  • Professional attitude and approach to work
  • Ability to competently operate MS office (Word & Excel)
  • Current and Valid UK driving license
  • Self-starter and highly motivated
  • Socially and commercially aware
  • Ability to work within guidelines
  • People person (this role requires a lot of interaction with people from all walks of life and at all levels)
  • Excellent team player with the ability to work off own initiative
  • Excellent attention to detail

Linsco is acting as an Employment Agency in relation to this vacancy.

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