Fire Remediation Liaison Officer

7 days ago

Surrey, United Kingdom PA Housing Full time
About the Role

We are seeking a dedicated Fire Remediation Resident Liaison Officer to lead the communication efforts for our fire safety remediation projects and external wall cases, ensuring that our residents are well-informed and supported.

Key Responsibilities
  • Collaboration and Communication
    • Utilize digital, written, and verbal communication to engage with all residents.
    • Maintain a comprehensive shared drive, including a database of EWS1 forms (External Wall System forms).
    • Record all communications in Documotive, updating CRM cases and contact information.
  • Resident Engagement
    • Issue regular updates, letters, and newsletters to residents impacted by Fire Remediation Works.
    • Participate in project meetings with consultants, contractors, and internal teams related to fire remediation projects.
  • Administrative Support
    • Assist the FIW Coordinator and Fire Improvement Works team as needed.
    • Handle administrative tasks related to fire remediation legal cases, compile evidence, documentation, raise orders, and process invoices.
  • Internal Coordination
    • Ensure timely communication with neighbourhoods and internal operational teams, keeping colleagues informed about fire remediation project developments.
    • Share information with all stakeholders promptly.
  • Third-Party Communication
    • Ensure third-party communications are relayed to residents in a timely manner, adhering to PA's approach, tone, and delivery.
    • Respond to third-party communications regarding fire remediation projects.
  • Sales and Customer Satisfaction
    • Update the sales team on issues affecting sales.
    • Ensure customer satisfaction by promptly addressing queries and concerns related to sales and re-mortgages.
    • Attend resident forums, meetings, and drop-in sessions as required.
  • Technical and Website Updates
    • Work with the communications team to convey new and technical information to residents in an easy-to-understand format.
    • Collaborate with the communications team to update the website.
  • Resident Liaison
    • Directly liaise with residents when access is required for remediation works, offering solutions when issues arise.
    • Stay informed about legislative changes on EWS1, FRAEW's, and other relevant topics.
  • Team Contribution
    • Contribute to the effective and efficient running of the Fire Improvement Works Team, ensuring targets and objectives are met.
    • Maintain high standards of customer service at all times.

We recommend you read the full job description to get a really good understanding of what the role entails.

Requirements
  • Experience
    • Solid experience in a customer service role within housing, a public service organisation, a charity, or a similar profession where the focus is on serving external customers.
  • Technical Skills
    • Proficiency in Microsoft Office applications, particularly at an intermediate level in Word.
  • Compliance
    • Basic Disclosure (DBS) certificate check required.
  • Social Housing Knowledge
    • Demonstrated understanding of social housing, with a particular emphasis on PA's core values.
  • Commitment to Equality
    • A strong commitment to equal opportunities in service delivery and employment.
  • Literacy Skills
    • Excellent written and verbal communication skills.
  • Systems Knowledge
    • Familiarity with housing management systems.

If specific qualifications are required, please upload them with your application to demonstrate your eligibility.

This role requires the successful candidate to complete a basic DBS check. A basic DBS check will show any unspent convictions.

We reserve the right to close this job advert early if we receive a sufficient number of applications. Therefore, we advise you to apply promptly to ensure your application can be considered.

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