Resident Engagement Coordinator

4 weeks ago

London, Greater London, United Kingdom Octavia Full time

Role Overview

The primary objective of this position is to spearhead the provision of outstanding customer relations within the Housing division, focusing on specific initiatives that necessitate extensive interaction with residents to assist them during significant renovation projects. This entails formulating and overseeing the execution of a resident involvement strategy tailored for planned and major works, serving as a crucial point of contact to ensure residents receive the necessary support.

Collaborative Efforts

This role requires close collaboration with colleagues in various departments, including Housing Management (covering tenancy management, lettings, income, resident services, and estate improvements) and Asset Management Teams, as well as relevant external organizations. The aim is to deliver coordinated services that achieve a high level of resident satisfaction, particularly for vulnerable residents and those impacted by welfare reforms.

Key Responsibilities

  • Act as the main point of contact for residents undergoing work in their homes, estates, or communal areas, attending pre-work assessments as necessary.
  • Conduct regular site visits and open properties, ensuring residents are well-informed about upcoming work through effective communication channels.
  • Organize, facilitate, and participate in resident liaison programs and meetings to consult residents on investment matters.
  • Prepare and deliver pre-works information for residents, potentially collaborating with other teams or departments.
  • Develop a comprehensive understanding of our residents and their communities, advocating for resident priorities to help realize Octavia's vision of "Good Homes, Better Lives." This includes fostering positive relationships with local stakeholders.
  • Lead resident consultations and promote active resident involvement and engagement, including organizing and facilitating resident meetings.
  • Collaborate with Housing and other teams to assist in relocating residents to suitable accommodations as needed.
  • Identify and support vulnerable tenants through direct liaison and referrals to Octavia's care and support team or external agencies.
  • Effectively manage expressions of dissatisfaction and complaints, striving for resolution at the first point of contact and identifying areas for service improvement.
  • Achieve established resident satisfaction metrics and performance indicators as required.

Essential Qualifications

We have outlined the essential qualifications for this role:

Experience

  • Proven experience in a customer service setting.
  • Demonstrated experience in housing, particularly in resident liaison.
  • Successful collaboration with external agencies.

Knowledge

  • Strong understanding of social housing and neighborhood management issues.
  • Familiarity with landlord and tenant relationships and responsibilities.
  • Excellent interpersonal skills, including verbal and written communication.
  • Ability to produce clear and accurate correspondence and reports.
  • Strong time management skills, with the ability to prioritize tasks and meet deadlines.
  • Commitment to working with tenants in alignment with Octavia's mission to foster happier lives and resilient communities.
  • Aptitude for building and maintaining effective working relationships at all levels.
  • Capability to anticipate, resolve, and prevent issues.
  • Ability to work independently and flexibly.
  • Effective negotiation skills.
  • Capacity to handle tenant interactions with sensitivity and care.
  • Proficient in Microsoft Office (Word, Excel, Outlook) and CRM systems.

Compensation and Benefits

The salary for this position is competitive, with additional benefits including:

  • Flexible working arrangements.
  • Life Assurance.
  • Employee Wellbeing App and Mental Health Support.
  • Access to an Online GP Service.
  • Cycle to Work Scheme.
  • Opportunities for professional development with numerous courses available.
  • Volunteer opportunities within our Charity Retail Stores or Befriending Programme.

At Octavia, we are committed to fostering an inclusive culture that values and celebrates the diverse voices of our employees. Everyone is welcome.

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