Resident Liaison Officer

1 week ago

Hammersmith, United Kingdom Shepherds Bush Housing Group Full time

**The Vacancy**
We have an exciting opportunity for a Resident Liaison Officer to join the team on a full time permanent basis. You will support our customers through their repairs journey by acting as the link between the customer and our repairs and assets departments. You will be responsible for progressing cases with key stakeholders by having an on-site presence at customers homes to provide enhanced support. You will be responsible for improving customer satisfaction and to identify customer trends. You will support our priority decant cases ensuring that their move is thoroughly risk assessed and executed.

**Key Responsibilities**
- Providing on site presence to customers homes to progress cases
- Responsible for managing a complex caseload through to completion
- Managing and scheduling in appointments and dealing with complaints.
- Leading and devising action plans with stakeholders and monitoring through to resolution.
- Improving customer satisfaction by rebuilding relationships, undertaking customer surveys and improving our satisfaction rates.
- To work with contractors and contract managers to ensure that work is being delivered correctly and to specification.

**About You**
- Experience and knowledge of repairs processes and housing processes
- Excellent communications skills; oral and written. Be able to have difficult conversations and write in depth written communications
- Excellent listening skills, including displaying empathy and sympathy where applicable
- Showing tenacity, resilience and be able to work under pressure
- As this is a role that can require ad hoc visits, flexibility to undertake home visits at any time is imperative

**What we can offer you**

**Equality, Diversity and Inclusion**

We're much more than a landlord. We build communities by providing homes that people can afford and invest in people and places.

We have more than 5000 homes throughout west London and are building more. We've been doing this since 1968 and are a trusted part of the community.

Our mission is **social heart, business head, local impact**.

**Social heart**: Our way of working builds and strengthens communities.
**Business head**: Our way of working means we make a lasting return on investment.
**Local impact**: Our way of working responds to what's needed locally.

PLACEHOLDER

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