Resident Liaison Officer

3 weeks ago

Enfield, United Kingdom ICB General Building and Civil Engineering Ltd Full time

ICB has been contracted to provide regeneration works to occupied MoD/Council properties.

We are seeking an IT literate and conscientious RLO with a flexible approach and drive to meet client KPIs to complement our growing team.

Being a key member of the management team, you must be proactive in communicating with colleagues to understand work requirements and then keeping the client and tenants up to date with work planned and work in progress.

**KEY RESPONSIBILITIES**
- Be the first point of contact for job queries and ensure that they are actioned in a timely manner
- Communicate with all stakeholders for planned and larger works and when work will impact a particular property
- Responsible for managing and resolving difficulties and complaints regarding the works by liaising and negotiating with all parties with a view to expedient and effective resolution including meeting tenants and clients
- Raising any concerns with the Site Manager so that proactive plans are made
- Ensure residents are kept informed of all works to be carried out and updated with ongoing progress and changes/deviations with effective and prompt communication i.e. visits and letters. Follow up with aftercare service to ensure the works are carried out promptly and efficiently
- Organise Consultation Evenings with tenant groups, record attendees and take minutes of meetingsCollect and collate client/resident satisfaction feedback and report on trends and improvement ideas.

This is not a list of everything you will do, above all we want you to be flexible and to contribute fully within abilities to enable Mountjoy to achieve its goals so be prepared to do whatever your job requires.

**SKILLS REQUIRED**
- Be proficient and confident in your use and adaptability to a range of IT systems to include, but not limited to MS Office and our own bespoke job management system
- Able to deal with high pressure environment and difficult situations that arise
- Be confident and adaptable in your ability to be able to talk to clients, tenants, building users, operatives and subcontractors in quick succession.
- Comfortable in a changing and evolving environment demonstrating a level head to the team and enjoy the challenge.
- Be a team player by understanding what it is to be a part of a team, sharing experiences and learning.
- Be able to self-manage and be self-motivated, prioritising work and have a desire to solve problems and eliminate waste.
- Be comfortable in dealing with all staff to motivate and direct them to assist you in improving the service.
- Understand customer service and support the team to provide a professional service in all circumstances.

**KNOWLEDGE REQUIRED**
- Basic knowledge of building maintenance trades and the tasks/activities that can be undertaken by each trade group.
- Good understanding of the Woking area.

**REQUIRED QUALIFICATIONS**
- GCSE or equivalent grade C or above in English.
- Relevant qualification in Business Administration or Customer Services (advantageous)
- Have a full driving licence.

**REQUIRED EXPERIENCE**
- Experience working in an operations environment of a Building Maintenance Contract.
- Experience of working as an RLO

**Salary**: £26,000.00-£27,000.00 per year

**Benefits**:

- Company car
- Company events
- Company pension
- Private medical insurance

Schedule:

- Monday to Friday

**Experience**:

- Sales: 1 year (preferred)

Licence/Certification:

- Driving Licence (required)

Work Location: In person

Reference ID: ICB-RLO-1

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