Resident Liaison Officer
5 days ago
This is a full-time position in our Asset Management Team, where you will lead on delivering excellent customer service within the team.
You will work closely with Project Managers to ensure residents are fully consulted and engaged with programmes of investment works. You will plan the consultation process for each project and manage and report on satisfaction data at the end.
Your key responsibilities will include:
- Leading the consultation on projects as directed by the Assistant Director and Programme Manager
- Producing a consultation plan at the start of every project, tailored to the specific client group's communication needs
- Providing clear and full information to residents at the start and during the project, giving them choice and a full explanation of timescales
- Updating the CRM system with all communications with residents over the course of a project
- Carrying out resident satisfaction surveys and reporting findings to the Assistant Director on a monthly basis
- Analysing information received to produce improvement actions at the end of project feedback meetings
- Organising showrooms to demonstrate the quality of products related to a scheme
- Working with the Clerk of Works to ensure that snagging items and defects are identified and actioned by the contractor
- Investigating and providing an initial response to complaints
Requirements:
- Experience of working in a customer service role
- Experience of delivering resident involvement initiatives
- Experience within Housing or Construction
Knowledge:
- Knowledge of regulatory requirements and best practice in relation to resident involvement
- Knowledge of Section 20 procedures
- Good understanding of Health and Safety
- Good understanding of building maintenance
Qualifications/Skills:
- Good communication skills, including letter writing
- Ability to explain difficult or complex information easily and sensitively
- Ability to develop professional working relationships with contractors
- Effective negotiation and influencing skills
- Ability to work under pressure and remain calm and patient
- Able to resolve, anticipate and prevent problems and find solutions
- Good IT skills
Benefits:
This role offers a salary of £35,765 per annum, with up to 10% pension contribution.
At Octavia, we strive to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. Everyone is welcome.
We encourage early application, as we will review applications throughout the advertising period and reserve the right to close the advert early.
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