Resident Liaison Officer
1 week ago
**Resident Liaison Officer (Building Safety)**
We are One Housing and we create places for people to call home and support them to live well. With a breadth of services and expertise to help people whatever their housing, care, or support needs.
The One Housing Customer Services teams are friendly, knowledgeable and we love what we do. We are proud of our expertise and passionate about the high-quality, service we deliver to all of our customers.
We offer our colleagues a friendly, collaborative workplace and the chance to build a rewarding career with a not-for-profit organisation that is proud to make a genuine difference to people’s lives, each and every day.
**Join our Customer Services team as a Resident Liaison Officer (Building Safety)**
Our Customer Services teams play a central role in achieving our vision. Our teams include our Customer Contact Centre and specialist teams like income collection, rent and service charges and resident management. Often acting as a first-point of contact for our customers we prize our accountability, empathy and a genuine self-desire to be helpful and informative.
We’re an organisation with strong values. We keep our promises; we do a great job; we value diversity; we work together; and we look for ways to improve. These are what make us such a great team, working together as one to achieve our vision.
**The role**
We have a fantastic opportunity for someone to join us in the position of Resident Liaison Officer (Building Safety) in London. Your responsibilities will include:
- To assist with CRM to ensure queries are responded to within the Service Level Agreement
- Effective management of customer queries ensuring at all times excellent customer service is central to the approach taken by the officer
- Establish strong relations both within One Housing and externally to achieve positive results
- Support the Building Safety/Fire team to identify learnings from queries that results in continuous service improvement
- Fulfil requirements in relation to GDPR, data handling and storage
- Prioritise your workload, managing your time effectively to deliver a response to customer concerns in line with KPI’s
- Attend training on all key matters within the remit of the role
**What you will need to succeed**
- Knowledge and understanding of using CRM to deal with enquiries and complaints
- Excellent communication skills and ability to work on initiative and as a team
- Ability to work within a fast-paced environment and prioritise workload effectively
- Demonstrable experience of working at a senior level within a regulated sector
- Excellent attention to detail
- Demonstrable experience of working collaboratively at senior management level
- High level of IT skills and computer literacy
**The offer**
- **Salary: Up to £30,000**:
- **Your holidays are important to us.** Take up to 28 days annual leave plus bank holidays.
- **Lean travel.** Spread the cost of your commute with a season ticket loans and our Cycle2Work scheme, open to all colleagues
- **Looking forward to your big bucket list trip?** You can buy or sell up to five days annual leave each year.
- **Get paid to do good.** We offer you two days off on full pay each year to volunteer in our communities.
- **Well done** With our colleague recognition programme you will know when you’ve done a #greatjob
- **Learning never stops.** One Academy, our innovative, in-house learning and development offering is designed to help you take your career to the next level.
- **We’re here for you.** Our employee assistance programme offers counselling and support for you and your family 24/7.
- **Stay book-smart.** Take up to five paid days off per year to study toward a relevant qualification.
- **Experience new things.** We offer you a career break after 3 years’ continuous service.
**About us**
As an organisation with a strong social purpose, One Housing works in some of the most diverse communities in the UK and their workforce reflects that. We understand the strength we gain from having and supporting our diverse teams. The different skills and experiences that our colleagues from different backgrounds bring to us allow us to make better decisions, consider different views and be an altogether more interesting and cohesive place to work.
Job Reference: OHG01827
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