Resident Liaison Officer

Resident Liaison Officer
Temp to perm contract
£30-34K per annum (converted into hourly rate)
Based in Westminster

To promote and deliver a high standard of customer care for all residents, ensuring strong communication links exist between the resident, the client, the call centre and the operational team enabling the works to be managed effectively and proactively addressing any issues as they arise.

• Act proactively to maximise comfort for all residents ensuring that any issues which arise are resolved quickly and effectively. Ensure that all residents can access and receive the best possible service.
• Assist in the monitoring, evaluation and control of service performance.
• Coordinate and attend pre‑start meetings with residents to carry out needs assessment, establish colour choices/styles and complete associated documentation, discuss how to prepare for the works to be carried out, health and safety matters and safeguarding issues etc.
• Develop action plans arising from needs assessments through liaison with the client's representative and site management as appropriate.
• Co‑ordinate and attend all relevant Resident Liaison forums to develop relationships with key groups, to inform them of the work taking place, to understand their priorities, receive feedback and address any concerns they may raise.

• Over 2 years' experience in a customer service role, or similar.
• I.T literate particularly Microsoft Office and Excel and keen to extend knowledge on software packages.
• Well-developed verbal and written communication skills and the ability to work co-operatively with multi-disciplined groups.
• Team player, but also comfortable working alone.
• Understands the need for respect, sensitivity and discretion in a public facing role.
• A valid driving licence.
• Experience of Retrofit, Housing and/or Planned Maintenance - desirable,
• Some flexibility of working hours may be required (evening meetings).
• Self‑Motivated, enthusiastic and calm under pressure.