Resident Liaison Officer

3 weeks ago

Hampshire, United Kingdom United Living Group Full time
Job Title: Resident Liaison Officer

United Living Group is seeking a highly skilled and dedicated Resident Liaison Officer to join our team. As a key member of our customer care team, you will play a vital role in ensuring that our residents receive exceptional service and support throughout their journey with us.

Key Responsibilities:
  • Ensure that United Living HSE&Q standards, operating processes, company policies, and all legislative requirements are understood, implemented, and adhered to at all times.
  • Learn and understand the United Way of working, ensuring that processes are complied with and adopted into daily disciplines. Induct other employees in the process as required.
  • Act proactively to maximise comfort for all residents, ensuring that any issues which arise are resolved quickly and effectively. Ensure that all residents can access and receive the best possible service.
  • Assist in the monitoring, evaluation, and control of service performance.
  • Learn and understand the requirements of the FLAG system and ensure that this is adhered to at all times.
  • Demonstrate respect, sensitivity, and discretion in a public-facing role.
  • Coordinate and attend pre-start meetings with residents to carry out needs assessments, establish colour choices/styles, and complete associated documentation. Discuss how to prepare for the works to be carried out, health and safety matters, and safeguarding issues, etc.
  • Develop action plans arising from needs assessments through liaison with the client's representative and site management as appropriate.
  • Co-ordinate and attend all relevant Resident Liaison forums to develop relationships with key groups, to inform them of the work taking place, to understand their priorities, receive feedback, and address any concerns they may raise.
  • Ensure effective and regular written communication and information is provided to residents throughout the course of works, including pre-start documentation, issuing of notices (7, 14, and 28-day letters or as instructed by the client), information about the scope of works, associated timescales, and any changes to the programme.
  • Ensure effective and regular communication with residents through the coordination and administration of contact lists, newsletters, meetings, daily visits, open days, and group events, etc.
  • Create and maintain property diaries, record and photograph the condition of white goods/working areas for every property, before work commences, log details of daily visits, and ensure that records are appropriately saved.
  • Ensure residents are provided with out-of-hours contact information.
  • Develop key client contacts to ensure that the residents are fairly represented and that service delivery is maintained at the highest possible level.
  • Resolve any escalated complaints and ensure that an effective Complaints and Customer Care Procedure are in place.
  • Carry out product training with residents as appropriate.
  • Contact residents post-completion to confirm satisfaction/address outstanding matters and ensure resident is aware of the 12-month defect liability process.
  • Work closely with the wider team to ensure that contract requirements and Key Performance Indicators are achieved.
  • Maintain effective working relationships with the Call Centre team, ensuring that Customer Service is delivered at all times.
  • Monitor and record all complaints of alleged damage to resident's property or personal belongings, proactively investigating and resolving any concerns, ensuring complaints and proposed solutions are communicated to the management team.
  • Ensure Equality and Diversity Policies are in place and adhered to.
  • Work with Senior Resident Liaison Officer developing key initiatives and procedures to ensure best practices are shared within the organisation.
  • All other duties as assigned.
Requirements:
  • Over 2 years' experience in a customer service role, or similar.
  • Literate, particularly Microsoft Office and Excel, and keen to extend knowledge on software packages.
  • Well-developed verbal and written communication skills and the ability to work co-operatively with multi-disciplined groups.
  • Team player, but also comfortable working alone.
  • Understands the need for respect, sensitivity, and discretion in a public-facing role.
  • A valid driving licence.
  • Experience of Housing and/or Planned Maintenance – desirable.
  • Some flexibility of working hours may be required (evening meetings).
  • Self-motivated, enthusiastic, and calm under pressure.
Additional Information:

United Living Group is an equal opportunities employer and welcomes applications from all qualified candidates. We are committed to diversity and inclusion and aim to create a workplace that is free from discrimination and harassment. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.

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