Resident Liaison Officer

Role: Resident Liaison Officer

Location: West Bridge Depot, Northampton.

Hours of work: 37 hours per week

Contract Type: Permanent

Salary: £27,199 per year

The Asset Management Team at Northamptonshire Partnership Homes (NPH) is growing and we want you to be part of it We're on the lookout for enthusiastic and community focused Resident Liaison Officers to join us permanently. If you're passionate about making a real difference in people's lives and want to be at the heart of improving our communities, this is your chance to step into a rewarding career with a team that values your voice.

The Role

We are looking for a number Resident Liaison officers to support the department to deliver an excellent service to NPH tenants by leading, coordinating, allocating and informing residents and departments of up-and-coming investment works. This will require officers to update property records of any changes and keeping the customer informed of progress.

Key Responsibilities

• Provide consultation to residents prior to work commencing in their homes.
• Ensure correspondence to residents is generated and distributed prior to the commencement of works.
• Carry out choice events, consultation events with stakeholders and the local community regarding future work.
• Build effective working relationships with local stakeholders such as housing officers, tenant, and resident associations (TARAs) and community groups.
• Carry out individual resident inductions and property surveys.
• Complete resident profiling and work with the Asset teams to implement effective working practices.
• Agree access arrangements with residents and book appointments to enable work to their homes.
• Organise and provide support needs, such as packing boxes and temporary cooking facilities and storage.
• Manage the customer journey from start to the completion of works, including gathering feedback and customer satisfaction information.
• Upload and disseminate customer feedback to relevant stakeholders.
• Ensure all communication and liaison activities are carried out to the satisfaction of all stakeholders.
• Review working processes to ensure the customer journey using customer feedback.
• Working in a progressive manner to assist Asset Management compliance to TSM's, Safety Regulator, BSM

What skills are we looking for?

• A full clean UK driving Licence and use of own vehicle
• Familiarisation of GDPR Regulations
• The ability to investigate and respond to CRM Enquires /Complaints within the SLA timescales
• Be compassionate with the ability to interact with all types of people at differing levels.
• Social awareness to work collaboratively with various groups.
• Strong communication skills, both written and verbal are essential. Along with presentation skills.
• Excellent organisation and planning skills
• First-class customer service skills
• Excellent organisation and planning skills
• A positive can-do attitude
• Flexibility and the ability to adjust quickly to changing priorities

In return, we offer a range of benefits to employees, including:

• Holiday entitlement of 28 days a year (plus public bank holidays), increasing to 33 days after 5 years' service
• Access to the Local Government Pension Scheme
• Flexible working arrangements
• Employee discount hub
• Free parking
• Sick pay
• Health & wellbeing programme
• Cycle to work scheme
• Bereavement Leave
• Referral programme
• Monday to Friday

At NPH we value and respect all differences in all people, whether seen or unseen. We aspire to an inclusive working environment and a culture that reflects our colleagues and residents. We welcome applications from all regardless of race, faith, age, sexuality, gender identity, neurodivergence or disability. If we can make any adjustments to our recruitment processes to make it more accessible, we actively encourage you to let us know.

Job Types: Full-time, Permanent

Pay: £27,199.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Flexitime
• Health & wellbeing programme
• Referral programme

Work Location: In person