Resident Liaison Officer

**GUIDELINE LIFT SERVICES IS ONE OF THE MOST EXPERIENCED LIFT COMPANIES IN THE UK**

Established in 1972 and serving facilities managers in the South East, Guideline quickly went from strength to strength, offering clients a trustworthy, reliable and efficient lift service.

Guideline Lifts Services has recently become a member of KLEEMANN Group of Companies, looking forward to expanding our service area and facility, powered by this incorporation. We now have access to new resources and capabilities to continuously drive value for you, and businesses around the UK, faster than ever before, with unprecedented quality and support.

As the heart of this thriving business, we are proud to have a highly skilled and experienced team, which allows us to provide a wide range of solutions tailored to meet your requirements. There is nothing we can’t accomplish to provide you with the best lift solution.

**This role will be site based across 4 main sites in the Borough of Kensington and Chelsea, time to be split between all.**

**Key Responsibilities include but are not limited to**:

- To provide information and support for tenants and leaseholders whose home are affected by major works.
- Ensure that procedures for communicating and consulting with residents on all projects are followed.
- Offer information, advice and assistance to tenants and leaseholders whilst

major works are being carried out to their homes.
- Liaise with and set the standard for contractors and their RLO’s (and where

appropriate consultants) engaging with residents.
- Take an active role in developing, agreeing and managing the residents’ consultation plan for individual projects.
- Agree with contractors the resident’s information packs, and format and content of updates to residents, including newsletters using a variety of media outlets.
- Advise Project Managers of the likely effects of capital works on residents.
- Provide information, and assistance to leaseholders concerning their obligations to contribute to the cost of major works thorough service charge payments.
- Liaise with contractors, external agencies and Royal Borough of Kensington & Chelsea staff to secure satisfactory outcome where there are difficulties in gaining access to dwellings or where there are other disputes with residents.
- Arrange and attend meetings, presentations and exhibitions for residents. This may require working outside normal working hours and at evenings and at various locations throughout the borough.
- Design and carry out social surveys prior to the commencement of major projects.
- Establish and maintain a customer feedback/complaints procedure for each project.
- Ensure information on vulnerable residents or those posing a risk is communicated in line with policy.

**Required skills**:

- Knowledge of the construction industry and site operations.
- Knowledge of health and safety matters.
- Knowledge of current developments in housing policy and customer

service.
- Experience of working in social housing, local government or customer-service

environment.
- Experience of working with tenants and leaseholders whose homes are undergoing major building works.
- Ability to communicate effectively, both in writing and verbally.
- Can create and maintain constructive working relationship with people at all levels, both internally and externally.
- Presentation skills.
- Analytical and problem solving skills.
- Ability to plan own work in logical way without close supervision.
- Ability work well under pressure and to tight deadlines.
- Ability to create simple spreadsheets, and update more complex ones
- Ability to do mail merges and issue communications to residents
- Proficient in Microsoft - Word & Excel
- Enthusiastic about working in a customer services environment.
- Works well in a team.
- Conscientious and self-motivated.
- Readily accepts responsibility.
- Shows attention to detail.
- Display a flexible approach to work.
- Shows initiative in proposing service improvements.
- Courteous and personable.
- Resilient and even-tempered.
- Enthusiastic about playing a key in improving the quality of housing in the Royal

Borough.
- Willingness to work outside office hours.

**Please note**:

- Due to the clients Guideline Lifts have, it is essential that you will go through a DBS vetting process._
- They also work on behalf of the Metropolitan police, and it is essential that you have the ability to obtain MET police clearance_

**Job Types**: Full-time, Fixed term contract
Contract length: 12-18 months

Pay: £30,000.00-£35,000.00 per year

**Benefits**:

- Company events
- Company pension

Schedule:

- Monday to Friday

Ability to commute/relocate:

- London: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer relationship management: 3 years (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

Expected start date: 01/11/2024