Resident Liaison Specialist
5 days ago
We are seeking a highly skilled Resident Liaison Officer to join our Property Services team at Quinn London Ltd.
The successful candidate will have a minimum of 2 years experience in a Resident Liaison role and will require a full driving license to enable travel across West London and the Ealing area.
As the key point of contact and escalation for residents, you will be a great communicator and problem solver. You will have experience in liaising with site teams, supply chain, and clients to ensure each project has a successful outcome.
We are keen to speak to candidates with previous experience in resident liaison within the property services sector, who have first-class communication and customer service skills and are able to assist residents while showing empathy.
You will also have excellent organizational and planning skills and be able to work effectively with multiple stakeholders, while upholding the highest customer service standards.
We seek individuals who want to continuously develop and are passionate about customer care.
Responsibilities:
- Assisting site teams and clients.
- Excellent customer care and communication with residents.
Duties:
- Develops strong and effective working relationships with client representatives to reduce duplication and ensure consistency of information and approach.
- Communicates and/or visits each resident prior to work commencing to introduce Quinn and communicate the scope of work.
- Establishes resident's individual requirements by carrying out an initial resident profile, documenting any points discussed and tailoring individual communication plans accordingly.
- Ability to adapt style and communication as and when required.
- Works alongside the site team to implement effective practices.
- Carries out property condition survey and appliance survey with photographs where necessary with the tenant before works start in the property.
- Creates and maintains property files.
- Liaises with site management staff to enable the flow of information between all parties.
- Initiates ID system on site for all operatives and staff.
- Where appropriate, consults with resident representatives and groups, arranges meetings to communicate the programme, gains feedback and discusses any other locally significant issues.
- Arranges appointments for surveys and works.
- Ensures all RLO procedures and paperwork are administered in line with Quinn policies and procedures.
- Manages complaints in line with our complaints procedure.
- Participates in Project Management meetings as required.
- Works with the Community Investment Officer/social value teams to deliver initiatives to the residents.
- Observes site Health & Safety rules and ensures any risks are reported immediately to the site manager.
- Along with SHEQ advisors and community investment officers, conducts presentations in local schools and youth projects.
- Ensures the 'Key Safe' procedure is adhered to in line with company policy.
- Arranges satisfaction surveys for all residents, collates responses and works with project staff to use feedback to improve our service.
- Seeks continuous improvement in resident liaison procedures.
Key Skills:
- Good written and spoken English.
- Ability to adapt communication styles as required.
- Passion for customer service.
- Must have Excel, Word, and general PC skills.
- Driving license required.
Job Type: Full-time
Salary: Competitive + Benefits
NO AGENCIES PLEASE
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