Resident Liaison Officer

6 months ago

Carlisle, United Kingdom Equans Full time

**Domain**: Construction/Site Management
- **Contract type**: Hidden (29021)
- **Schedule**: Full-Time
- **EQUANS are recruiting for a Resident Liaison Officer to be based in Carlisle. This is a fixed term (12 months) full time contact working 40 hours per week. On offer is a competitive salary and benefits package.**

**General Overview**

To provide an end-to-end exemplary customer experience to all residents impacted as part of refurbishment works to their home. Effective liaison between the Site Team and members of the public affected by improvement works delivering a consistent service across the Region. To assist in the smooth running of contracts and provide support in engaging with local communities through targeted events and community activities. To understand, implement and adhere to the company SHEQ policy/strategy and ensure all employees reporting to you do the same.

**Key Accountabilities**
- Ensure implementation of all Company Policies and Procedures.
- To keep all Residents fully informed as to the programme of works regarding their particular dwelling.
- Comprehensive induction of all residents in accordance with processes.
- To regularly visit Residents to establish and resolve any problems that may arise or have already arisen.
- To work closely with the Client and their representatives (including Housing Department) in ensuring good relations are maintained with the Tenants and the expeditious execution of the works.
- To immediately inform the Site Manager of any serious problems arising.
- To prepare a report every week for the Site of events occurring / affecting Residents. This report is to include: All complaints or problems encountered and how they have been remedied, confidential notes on problem addresses.
- To be responsible for meter readings at Contract and Decant Houses where appropriate.
- To deal with customer complaints in accordance with the QA Procedure.
- To attend site meetings/team meetings/Client meetings or any meetings relevant to site.
- Community awareness and targeted engagement activities specific to each Client
- To provide Handover Packs and instruct on new installations.
- Assist with training and support for new Team Members
- Respond courteously and promptly to all customer queries and complaints and ensure a copy is recorded in accordance with procedures.
- Accurately record all customer complaints and process as per QA procedure.
- Keep residents informed as to action taken in respect of their complaints.
- Advise Site Manager directly and immediately of any situations that have, or are likely to, cause conflict with Customers
- Be responsible for your safety and others around you, including public protection
- Make every effort to attend all mandatory courses related to your role
- Comply with all the roles and responsibilities as set out within the SHEQ management system
- Adhere to the company values and go the extra mile in the exemplary delivery of service.

**What can we offer you?**

On offer is a competitive salary and benefits package, which includes;
- Pension Scheme
- 24 days annual leave (+ public holidays)
- Life Cover equivalent to 1 times annual salary
- 24/7 Employee Assistance Program and access to mental wellbeing app
- Employee discount shopping schemes on major brands and retailers
- Gym membership discounts
- Cycle to work scheme
- Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes

**Who are we looking for?**

**Key Skills**

Skills and abilities
- High level of computer literacy in MS Office, (Word - Intermediate, Excel - Intermediate, Outlook - Intermediate)
- Competent, clear and concise writer
- Excellent verbal communication skills
- Good level of numeracy
- Strong presentation skills
- Good influencing skills
- Other IT packages
- Report writing
- Knowledge of partnering
- Hold a full clean driving license
- Problem solving skills

Experience
- People management
- RLO experience (preferred)

**Key Attributes**
- Confident communicator able to communicate at all levels with the ability to talk to people of various educational, social and ethnic backgrounds
- Be reliable, confident and have a positive attitude
- Socially minded by underlined by keen commercial awareness
- Be adaptable
- Be self-motivated but also able to work as part of a team
- Be organised and methodical
- Able to have an in-depth overview of what is going on within the site teams with the ability to manage the issues rather than dealing with them personally
- Resident focused with an excellent understand of client / customer needs

**Who are we?**

EQUANS is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros.

In the UK & Ireland, EQUANS is a provider of technical, FM, regeneration and energy services - with specialist capabilities in smart buildings, green mobility, di

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