Resident Liaison Officer

2 weeks ago

London, United Kingdom PINNACLE GROUP Full time

Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure - including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks - as well as a range of complementaryemployment and wellbeing outcomes. Across the UK, Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings creating value, providing stewardship and generating positive outcomes for our customers, our partners and our clients.

Our Homes business serves communities by providing trusted housing management solutions. We take a collaborative and commercially minded, yet socially principled approach across our portfolio of Affordable, Private Rented and Leasehold properties.

**The Role - Resident Liaison Officer - 4 days per week, 9am to 3pm. Flexibility with working hours**

The Resident Liaison Officer plays a key role in supporting the region’s transition to efficient working platforms and implementing new performance measures to secure continuous improvement through resident engagement. Resident Liaisons Officers are skilledin stakeholder management and have an excellent understanding of the drivers for customer engagement and satisfaction.

Lead the development and embedding of customer and client relationship management. Acting as the primary liaison between operations and customers, the RLO will proactively seek feedback and ensure the service is customer focused, with responsibility forproviding timely and accurate updates to key stakeholders regarding estate services performance.

**Key Responsibilities/Duties
- Assist management team to undertake service improvements through the provision of data analysis and business intelligence.
- Have knowledge and understanding of contract compliance in terms of specification/KPIs and ensure this is reflected in the performance management system.
- Ensure contractual requirements are met and exceeded in relation to cleaning, grounds maintenance and environmental standards.
- Responsible for undertaking frequent and robust Inspections. Promote and actively encourage resident engagement in the process, including the identification of active tenant and residents’ associations, panels and forums.
- Lead the development of the WFM product and ensure key stakeholders understand, support and buy into the technology, ensuring that it enhances the customer experience.
- Support in the planning, implementation and maintenance of company performance management measures and systems such as JobWatch and Power Bi dashboards in line with the agreed processes
- Collate data and insight to prioritise objectives and measure outputs to raise standards and satisfaction to exceptional levels.
- Undertake trustful and meaningful liaison with tenant and resident representation that deliver positive outcomes that can be measured.
- Maintain a log of added value, compliments, and social value.
- To be an effective communication channel between your team and other working disciplines.
- Work with Contract Team to ensure that the contract demonstrates best practice, value for money, innovation and lead the way nationally in the provision of housing and estate services.

**Skills**
- Relevant managerial experience, preferably in both the private and public sector
- Ability to work calmly and authoritatively under pressure and to guide others
- Excellent communicator at all levels, ability to make the best possible use of briefings
- Good team working skills in order to get the best form your colleagues’ co-operation & ideas
- Proven administration skills with attention to details & accuracy
- Full knowledge of all relevant health and safety requirements for delivery of grounds maintenance including but not limited to HouseMark Standard and COSSH regulations.
- Ability to build and maintain relationships in and across teams
- To be computer literate, fluent in the use of the internet, Word and Excel
- GCSE standard in Maths & English
- Full Driving Licence

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