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Tenant Liaison Officer

6 months ago

Birmingham, United Kingdom Citizen Full time

**Position: Permanent, Full Time (Mon - Fri)**

**We are brave, we are ambitious, we are honest, and we are Citizen**

Reporting to the Building Safety Contracts Manager as Tenant Liaison Officer to join our Fire Safety Team to work on a wide variety of projects.

**You will play a vital role in supporting** surveyors, working with contractors and customers to deliver a variety of projects through legislative and statutory compliance contracts, such as fire door replacements and FRA remedial works to our residential dwellings across the West Midlands, Warwickshire, and Worcestershire.

We want someone to join our team who wants to contribute to continually improving safety to our properties and provide homes that are a foundation for life_. _

**In housing you can make a real difference, the role of Tenant Liaison Officer will involve**:

- Providing support to our customers and teams to ensure we gain access to complete important compliance inspections and improvement works
- Taking ownership and responsibility for delivering a consistently high level of service within your team and across the business
- Being positive, and solution-focused in everything you do even in the face of challenges, and you will believe passionately in the social value derived from delivering outstanding services to Citizen customers and colleagues
- Working with teams across the group developing and delivering communications which support the organisation’s message and services to keep customers safe in their homes
- Managing complaints and finding resolutions working with customers and contractors. Putting into actions lesson learnt from previous feedback to ensure continuous improvement

**As Tenant Liaison Officer, we need you to have**:

- A proven background in delivering a customer focused service
- High levels of computer literacy skills and be able to use a variety of software packages
- Resilience to challenges, obstacles, and ability to handle conflict and negotiate confidently and effectively, being assertive when required.
- Highly developed listening and communication skills
- Talent to motivate those around you and be adaptable
- Capacity to be empathetic and to respect and observe confidentiality
- Ability to use your own vehicle to visit our customers’ homes across the West Midlands
- A clean and current driving licence with access to a car

**We would be **_really_** excited if you have**:

- Experience in a customer facing role
- Written and spoken communication skills that allow you to inform and advise others clearly in a variety of ways
- Interpersonal skills that enable you to work with people at all levels, motivate others and change people's attitudes when necessary
- Experience in the social housing sector
- Organisational and planning skills to manage your diary and time effectively to meet deadlines and objectives
- Excellent attention to detail

**Our people are everything and we offer**:

- Opportunities for salary progression, which is directly linked to performance reviews
- IT equipment to allow some optional home working
- ‘Live work better’ scheme which actively encourages work-life balance
- Annual leave starts at 25 days per year, increasing with length of service
- Enhanced family leave
- Company Pension - Citizen match up to 10%
- If part of the pension scheme you are entitled to Life cover (three times your annual salary)
- Organisational Sick Pay (benefit increases with length of service)
- EAP - a 24/7 service which gives free, confidential advice and support on a range of issues including telephone counselling
- Medicash scheme -which includes GP Access, digital Physiotherapy app, retail vouchers and discounts, discounted gym memberships and more
- Organisational Sick Pay (benefit increases with length of service)
- Recognition through our Employee Excellence Awards
- Representation opportunities on our Staff Consultative Forum
- Access to Citizen’s Wellbeing platform
- Employee Excellence Awards (winners receive extra days annual leave that year)
- Occupational Health
- We believe everyone has something to give and encourage everyone to be the best they can be to reach their full potential with extensive learning and development opportunities and Study Leave

Here at Citizen, our purpose is to provide homes that are a foundation for life.

With over fifty years of experience, we have grown to be **one of the UK’s most trusted social housing providers**,** Citizen owns and manages 30,000 homes for diverse communities across the West Midlands, from urban tower blocks to rural villages and towns.

There are some fundamental challenges people in our communities’ face, and we want to be an organisation which can help them deal with these. So, we are working to solve some of the most pressing issues around housing and homelessness.

We adopt a proactive approach to safeguarding to ensure everyone accessing our services can do so without fear of harm, abuse or neglect.

We adop