Lead Resident Liaison Officer

**Requisition ID**: 23483**Domain**: Support Services/Site Management**Job type**: Standard**Schedule**: Full-Time**EQUANS are recruiting for a Lead Resident Liaison Officer to be based in the North West. This is a permanent full-time role working 37.5 hours per week. On offer is a salary of £30,000 company vehicle and benefits package.**

**Purpose**

To provide all stakeholders an “exceptional” customer service experience. Manage the resident liaison team, ensuring consistency, efficient and effective working and a proactive and can-do attitude approach. Embed a coaching/mentoring culture within the Team. Drive continuous improvement within the liaison role taking on new initiatives and embedding into the region. To support and deliver on our community commitment under CSR and support on training and employment initiatives. To provide a central point of contact for queries, enquiries; information for RLO’s and senior managers.

**What will you deliver?**
- Ensure implementation of all Company Policies and Procedures.
- To keep all Tenants fully informed as to the programme of events regarding their particular dwelling and surrounding areas.
- Support RLO’s to resolve any problems that may arise.
- Liaise with RLO’s regarding new schemes and their expectations and timescales.
- To work closely with the Client and their representatives (including Housing Department) in ensuring good relations are maintained with the Tenants and the expeditious execution of the works.
- To immediately inform the Site Manager of any serious problems arising.
- To adopt a ‘don’t walk by’ attitude regarding Health and Safety.
- Work closely with our CSR Manager to ensure our CSR commitments are met on all schemes.
- To prepare a report every month for the operational team of events occurring / affecting Tenants. This report is to include: All complaints or problems encountered and how they have been remedied, confidential notes on problem addresses.
- To deal with customer complaints in accordance with Engie procedures.
- To attend site meetings / team meetings / client meetings
- Community awareness - ensure RLO’s deliver all relevant correspondence in a timely manner.
- Deliver mentoring, training and support for other Resident Liaison Officers
- Hold regular meetings with your team to share best practice and deal with any issues/concerns.
- Respond courteously and promptly to all customer queries and complaints and ensure a copy in accordance with procedures.
- Accurately record all customer complaints and process in accordance with Engie procedures.
- Keep customer informed as to action taken in respect of their complaints.
- Advise Site Manager directly and immediately of any situations that have, or are likely to, cause conflict with Customers
- Be responsible for your safety and others around you, including public protection
- To attend all mandatory courses related to your role
- Lead on the achievement of high performance in relation to all areas of service including customer satisfaction.
- Comply with all the roles and responsibilities as set out within the SHEQ management system
- As a Lead you will be aware of RLO training needs and responsible for the development of your staff

**What can we offer you?**

On offer is a salary of £30,000 car and benefits package, which includes;
- Pension Scheme
- 24 days annual leave (+ public holidays)
- Life Cover equivalent to 1 times annual salary
- 24/7 Employee Assistance Program and access to mental wellbeing app
- Employee discount shopping schemes on major brands and retailers
- Gym membership discounts
- Cycle to work scheme
- Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes

**Skills and abilities**
- Exemplary Customer Service skills
- Excellent organisational skills
- Excellent communication skills
- Ability to work to tight deadlines
- Professional attitude and approach to work
- Ability to competently operate MS office (Word & Excel)
- Current and Valid UK driving license
- Able to deal with adversity
- Able to demonstrate delivery of high performance

**Experience**
- Previous managerial experience within a customer service background or willingness to work towards a leadership qualification
- Knowledge and understanding of construction in social housing for both internal and external works.
- Report writing
- Previous Resident Liaison experience within the construction/social housing sector
- Self-starter and highly motivated
- Socially and commercially aware
- Ability to work within guidelines
- People person (this role requires a lot of interaction with people from all walks of life and at all levels)
- Excellent team player with the ability to work on own initiative
- Excellent attention to detail
- Confidential

**Who are we?**

EQUANS is a market leader in the sector with 74,000 employees leveraging 200 years of expertise. With revenues of €12