Resident Liaison Officer

3 weeks ago

East Ayrshire, United Kingdom Hugh LS McConnell Full time

**Purpose of the Role**:
The role of the Resident Liaison Officer is a vital one, for many residents you will be the first person they meet from Hugh LS McConnell Ltd. Through your words, action and commitment to giving good service, an impression of the company will be formed in the minds of our customers that will directly reflect on our good name.

Reporting to: Project Manager

Location: East Ayrshire

**Salary**: Depending on experience

Working Hours: Monday to Thursday 8am - 5pm and Friday 4pm.

**Key Responsibilities**:

- Assist with site set up.
- Develop effective working relationships with client representatives to reduce duplication and ensure consistency of information and approach.
- Visit each resident prior to engage them in the programme and obtain sign up to the Project.
- 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 dilapidation survey with photographic evidence and populate a property folder where necessary with the tenant before works start in the property.
- Create and maintain resident files.
- 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.
- Arrange appointment for surveys and works.
- Ensure all RLO procedures and paperwork is administered in line with McConnell policies and procedures.
- Manage complaints in line with our complaints procedure.
- Produce and distribute high quality, easy to understand communication materials as requested.
- Participate in Project Management meetings as required.
- Work with the Community Investment Officer to deliver initiatives to the residents.
- Observe site Health & Safety rules and ensure any risks are reported immediately to the site manager.
- Ensure the ‘Key Safe’ procedure is adhered to in line with company policy.
- Arrange satisfaction surveys for all residents, collating responses and work with project staff to use feedback to improve our service.
- Seek continuous improvement in resident liaison procedures.
- Any other reasonable management request.

**Qualifications, Skills & Abilities**:

- First rate communication skills.
- Good at developing relationships.
- Ability to work remotely as well as part of a team.
- Able to work to deadlines.
- Computer literate in MS office.

**Experience**:

- Previous experience within a face to face customer service role.
- Previous resident liaison experience within the social housing sector.
- Report writing.
- Full clean Driving Licence (Essential).

**Benefits**:

- Company pension

Schedule:

- Monday to Friday

Ability to commute/relocate:

- East Ayrshire: reliably commute or plan to relocate before starting work (required)

Licence/Certification:

- Driving Licence (required)

Work Location: In person

Reference ID: RLO/Apr23

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