Resident Liaison Officer

2 months ago

Clerkenwell, United Kingdom Guildmore Full time
About the Role

We are seeking a highly skilled Resident Liaison Officer to join our Planned Division at Guildmore. As a key member of our team, you will be responsible for delivering exceptional customer-focused service to our residents.

Key Responsibilities
  • Planned Works
    • Maintain confidentiality of resident information in accordance with GDPR requirements.
    • Understand the scope of works, programme, and schedule.
    • Schedule appointments with residents and maintain booking and non-access schedules using our process management system.
    • Prepare and distribute communications to residents using clear and concise language.
    • Proactively deal with tenant enquiries and liaise with project delivery teams to keep residents informed.
    • Attend training courses identified by your Line Manager to enhance your skills.
  • Consumer Standards
    • Be aware of the Consumer Standards set by the Social Housing Regulator and assist our clients in meeting their obligations.
    • Conduct checks and surveys while in residents' properties and report any concerns regarding condition and decency standards.
    • Complete Resident Satisfaction Scoring (RSS) on completion of all work instructions.
    • Listen to resident concerns and refer any key issues to your Line Manager.
  • Collaboration and Communication
    • Collaborate with clients, contractors, internal teams, and other stakeholders to deliver an effective customer-focused service.
    • Act as an ambassador for your team and meet regularly with staff to discuss decisions and involve them in the decision-making process.
    • Communicate effectively to ensure alignment and understanding.
    • Participate in regular project review meetings to discuss aftercare progress and challenges.
About Us

Guildmore is a growing company that values exceptional customer service and community engagement. We offer a dynamic and supportive work environment that allows our employees to develop their skills and advance their careers.

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