Resident Liaison Officer

7 days ago


Norwich, United Kingdom Reed Business Support Full time

Are you immediately available and looking for work for the next 6 months or longer?Our client is looking for 2 Resident Liaison Officers to join their team.

This role can be primarily based from home however you may need to go to the office at short notice for meetings and to work. You will also need to be a car owner and driver as you may need to go to tenants’ houses for inspections.

Our residents are our priority and we are keen to ensure we hear their views and deliver and communicate effectively upon service promises. This role will be the key link between the client, its contractors and our customers. The post holder will facilitatethe smooth running of the project, building and maintaining positive relationships that ensure effective liaison between key stakeholders and ultimately deliver improved responsive services to our customers.
- Analysis of key data to be used to form our service improvement strategies.
- Facilitate and co-ordinate responses to customers, by working with the local housing team, Customer Contact Centre and Clarion Response
- Identify relevant internal and external stakeholders to ensure that any changes to service relating to the project are looked at in their entirety and the full impact of change is understood by all stakeholders
- Organise meetings and briefings and produce communication materials using a variety of methods - Key member of the Housing Project Team and will represent the team at meetings and will lead smaller project teams where appropriate
- Provide a customer focussed service ensuring all tasks are completed and complaints and/or requests from residents are actioned effectively
- Liaise with customers and act as a conduit between all relevant teams, ensuring all parties are kept informed
- Assist in the effective liaison with in-house service provider, M&E contractors and external sub contractor staff to ensure the delivery of a top quartile service in line with industry standards

Experience required:
Experience of excellent working relationships with colleagues in operational teams, other internal teams as well as external agencies
- Experience of a front line customer focussed role in the social housing sector
- Experience of working in Repairs & Maintenance or a housing association or local authority
- Excellent analytical skills with ability to identity trends and present data to audience
- Excellent letter writing and report composure skills
- Experience of building and maintaining relationships with multiple stakeholder groups across geographical boundaries and influencing positive change
- Excellent communication skills and ability to adapt approach based on the audience
- Experience of dealing effectively with complaints & customer feedback
- Enjoy working with people in the community, excellent planning and organisational skills
- Demonstrates the ability to and motivation to learn quickly and achieve results
- Proven ability to problem solve with a positive mind set
- Able to take responsibility and be proactive and creative in finding solutions
- The ability to travel and be flexible with working hours, occasionally visiting customers’ homes and/or attending meetings (including properties) etc within and outside of normal working hours.

For more information about the client or the role please do call the Norwich office and ask for Andrea or Maxine



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