Resident Liaison Officer

7 months ago


Belfast, United Kingdom Equans Full time

**Requisition ID**: 56547**Domain**: Support Services/Customer Services and Administration**Contract type**: Permanent**Schedule**: Full-Time**EQUANS are recruiting for a Resident Liaison Officer to be based in Belfast. This is a permanent full-time role working 37.5 hours per week. On offer is a salary of £27,000 and benefits package.**

**General Overview**

The role of the Resident Liaison Officer is a vital one. For many tenants you will be the first point of contact for Equans NI. 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.

**Key Accountabilities**

**Impact**:

- Assist with site/scheme set up and attend Enabling Meetings with Client
- Develop effective working relationships with Client representatives to reduce duplication and ensure consistency of information and approach
- Visit each tenant prior to work commencing to introduce Equans and communicate the scope of works Give tenants contact numbers and a pack detailing the full RLO process
- Establish tenant’s individual requirements by carrying out an initial tenant profile, documenting any points discussed and tailoring individual communication plans accordingly. Work with site staff to implement effective practices
- Where appropriate, consult with tenant representatives and groups, arranging meetings to communicate the programme, get feedback and discuss any other locally significant issues
- Arrange appointments for pre-installation surveys and plan install works
- Produce and distribute high quality, easy to understand communication materials as requested
- Participate in Project Management meetings as required
- Work with applicable staff to deliver initiatives to the tenants
- Liaise with relevant Building Control body to assist with access to certify properties following install

**Complexity**:

- Carry out a property condition survey with photographs where necessary with the tenant before works start in the property - this may be in conjunction with a technical surveyor
- Create and maintain scheme files
- Support admin team in gaining access to the maximum number of properties possible on every scheme
- Liaise with site management staff to enable the flow of information between all parties.
- Observe site Health & Safety rules and ensure any risks are reported immediately to the site manager
- Along with Operations Manager and Programme Delivery Manager, deliver community briefings pre and post scheme delivery when required
- Arrange satisfaction surveys for all tenants, collating responses and work with project staff to use feedback to improve our service
- Seek continuous improvement in tenant liaison procedures
- Complaint handling and processing of PLIC’s

**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 1.5 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?**

**Qualifications or Required Experience**:

- Previous experience within a customer service-based role
- Basic understanding of construction in social housing and NIHE contract requirements
- Previous resident / tenant liaison or customer service experience within the construction or social housing sector
- Report writing
- Computer literate in MS office
- Experience in complaint handling/problem solving

**Competencies**:

- Excellent communication skills
- Good at developing relationships
- Ability to work remotely as well as part of a team
- Able to work to deadlines
- Self-starter and highly motivated
- Socially and commercially aware
- Ability to work within guidelines and to deadlines
- People person (this role requires a lot of interaction with people from all walks of life and at all levels)
- Excellent attention to detail
- Clean driving licence - majority of role will be site based and require travel to and from different contract regions
- Flexible approach and able to work outside normal office hours if, and when, required

**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, district & embedded energy and decentralised renewables.

EQUANS’ 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy trans



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