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Resident Liaison Officer

4 months ago

Christchurch, United Kingdom Sovereign Housing Full time

We have a fantastic opportunity to join Sovereign Network Group as a **Resident Liaison Officer** working from our **Christchurch Office**. This role will include a mix of office, home and travelling to meet with customers across our regions.

A full driving licence and car is required. **This is an initial fixed term contract until March 2025**. The successful applicants will play a key role in supporting our retrofit programme.

**About Sovereign Network Group (SNG)**

We are thrilled to have joined forces with Network Homes in October 2023, which now places us as the 6th largest housing association in the UK. Sovereign and Network Homes have come together as SNG (Sovereign Network Group) - an organisation that takes the best of both and makes it even better.

**The Role**:
To assist and support our customers throughout the roll out of our Homes and Place Retrofit programme across our existing property portfolio, taking the lead on customer engagement, information, communication, and support throughout the process.
- Deliver the right outcome for our customer in a safe and timely way
- Support our customers through our Homes and Place retrofit programme
- Act as the main point of contact for the customer throughout the process, listening and understanding their needs and concerns, whilst keeping the Homes and Place Programme Lead updated with progress and any challenges faced
- Ensure all information provided to customers is clear and consistent, to avoid any confusion or misunderstanding and to minimise any concerns they may have
- Review and regularly maintain the customer engagement plan to ensure all information is accurate and up to date.
- Attend site meetings, events, appointments with customers, contractors or stakeholders as required.
- Work collaboratively with stakeholders to explore opportunities to transform our services and customer experience.
- Identify and escalate risks, issues, and dependencies as appropriate and propose solutions to resolve.
- Provide support enabling the team to produce regular briefing notes and reports.
- Promote a positive collaborative culture of Building Safety and Compliance.
- Undertake other duties, within the level of responsibility, to meet the changing needs of the organisation.

**What we need from you**:

- Solid experience within a busy customer focused role, ideally within the housing sector
- Some understanding of building maintenance terminology
- An understanding of retrofit and the impact on people living in their homes.
- The ability to manage your own workload.
- Strong communication skills
- Driving licence and access to vehicle

**What you'll receive from us**
- £450 flex-pot annually, discounted shopping & cycling scheme
- 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
- Opportunity to buy / sell up to 5 days holiday per year
- Company pension scheme matched up to 12%, life cover at 4x your salary
- Flexible working - we're committed to giving people flexibility as widely as possible
- Options for private medical insurance, dental insurance & critical illness cover

It's a fantastic time to join us at SNG. We have an ambitious corporate plan to deliver an inspiring agenda of change and growth in a sustainable way. You'll be joining a highly skilled team at the forefront of driving these improvements and we'd love to hear from you to explore your skills and experience further.