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Resident Liaison Officer

4 months ago

Battle, United Kingdom Service Care Full time

**Job Title: Resident Liaison Officer**

**Contract: Temporary 6 months**

**Hours: 36**

**Location: East Sussex**

**DBS: Basic**

**Driving License Required: Yes**

***

**Purpose of the Role**

I am representing a Housing Association based in East Sussex, who are looking for someone to be the main point of contact for residents in the delivery of estate services, planned re
- investment and maintenance works and projects. You will be expected to liaise with residents in the shaping of services and identifying requirements and deal with complaints and analyse customer satisfaction and feedback.

**Main Responsibilities**
- To act as the primary point of contact for residents having work carried out to their home, estate, or communal areas. To attend pre
- work surveys.
- To organise, deliver and attend programmes of resident liaison/meetings where there is a need to consult residents on issues. This may involve supporting other teams or departments.
- Regularly visit site/open properties and ensure residents are kept fully informed of what work will be taking place and when.
- To encourage and support involvement and development of residents in new and existing working parties, forums, and focus groups. This is to cover all aspects of asset management including contract meetings.
- Deal with complaints including initial and follow up visits and investigations. Liaise with the Customer Experience Team to prepare responses and lessons learnt.
- Analyse performance figures and customer satisfaction surveys. Prepare and present KPI and any other data/reports. Attend progress and Core group meetings as and when needed.
- Accurately record and acknowledge all customer contacts, complaint details, actions and learning points on CRM.
- Promote and encourage customers to verify and self-serve on our customer portal and mobile app.
- Maintain communication to the highest possible standards of customer care with residents and supply chain.

**Requirements**:

- Previous experience of working in an Asset Management/Property function
- Experience of facilitation of resident involvement forums and focus groups
- Good communication and interpersonal skills with ability to build and sustain effective relationships with key stakeholders
- Knowledge and experience of key factors and methods required to sustain, promote, and ensure effective resident involvement, and consultation
- Experience of providing a customer-focused, high-quality service

If you are interested in this position and meet the above criteria, please send your CV now for consideration.