Resident Liaison Officer
2 weeks ago
About the Role
Fortem Cares is seeking an experienced Resident Liaison Officer to join our team in Oldham. As a key member of our customer service team, you will play a vital role in delivering exceptional service to our tenants and clients.
Key Responsibilities
- Work closely with clients' resident officers to ensure seamless communication and issue resolution.
- Liaise with site managers to coordinate work schedules and updates.
- Record and notify clients' resident officers and site managers of customer issues and responses.
- Notify customers of intended start dates for work and update them accordingly.
- Deal with resident issues and enquiries on a day-to-day basis, recording all complaints.
- Monitor emails from clients and action as required.
- Complete a diary on every visit, recording relevant information including resident comments, property tidiness, and work progress.
Essential Criteria
- Excellent communication and interpersonal skills.
- Previous experience in a customer-facing environment.
- Ability to deal with sensitive situations.
- Resilience and strong negotiation skills.
- Keen problem-solving ability.
- Full driving license.
- Organized and able to prioritize.
- Proficiency in Microsoft Office.
Desirable Criteria
- Previous social housing experience.
- Awareness of diversity issues.
- SMSTS, Scaffold Inspection.
Personal Qualities
At Fortem Cares, we value honesty, trustworthiness, respect, helpfulness, and cooperation. We seek individuals who can:
- Recognize their strengths and limitations, play to their strengths, and use strategies to minimize the impact of their limitations.
- Reflect regularly on their experiences and performance, constantly seeking to improve.
- Model behavior that shows respect, helpfulness, and cooperation.
- Respond positively and with resilience to setbacks.
- Recognize people's needs and motivations, acknowledge the feelings and views of all parties.
- Make best use of available resources and seek new sources of support when necessary.
- State their own position and views clearly and confidently in conflict situations.
- Share and encourage others to share information and knowledge.
- Recognize the importance of relationships and build them across the organization.
- Understand and address stakeholders' needs.
- Identify customers' needs and expectations and strive to deliver them.
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