Resident Liaison Officer

4 days ago

Wolverton, Milton Keynes, United Kingdom Fortem Cares Full time

The Role

We are seeking an experienced Resident Liaison Officer to join Fortem Cares, based in Oldham with travel across the surrounding area. The successful candidate will work on a full-time basis, delivering and improving the level of customer and client satisfaction across the business.

The Project

Key responsibilities include:

  • Working closely with the client's resident officer(s) to ensure effective communication and issue resolution.
  • Liaising with the site manager to coordinate responses to customer issues.
  • Notifying customers of intended start dates for work and updating them accordingly.
  • Recording and notifying both the client's resident officer(s) and the site manager of resident refusals or issues.
  • Dealing with resident inquiries and complaints on a day-to-day basis.
  • Monitoring emails from the client and taking action as required.
  • Completing a diary on every visit, recording relevant information including resident comments, property tidiness, and work progress.

Essential and Desirable Criteria

Essential criteria include:

  • 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 include:

  • Previous social housing experience.
  • Awareness of diversity issues.
  • SMSTS or Scaffold Inspection certification.

Personal Qualities

At Fortem Cares, we value honesty, trustworthiness, and a commitment to delivering excellent customer service. We seek individuals who can:

  • Recognize their strengths and limitations, and use strategies to minimize their impact.
  • Reflect regularly on their experiences and performance, and constantly seek to improve.
  • Model behavior that shows respect, helpfulness, and cooperation.
  • Respond positively and with resilience to setbacks.
  • Recognize people's needs and motivations, and acknowledge the feelings and views of all parties.
  • Make best use of available resources and seek new sources of support when necessary.
  • State their position and views clearly and confidently in conflict situations.
  • Share information and knowledge with others.
  • Build relationships across the organization.
  • Understand and address stakeholders' needs.
  • Identify customers' needs and expectations, and strive to deliver them.

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