Resident Officer

2 weeks ago

Birmingham, United Kingdom Dawson Housing LTD Full time

As a Resident Officer you will support Dawson Housing in the provision of an efficient and effective resident engagement service, whilst supporting residents to comment on and participate in improving service delivery. You will also ensure the service is responsive and customer oriented and that resident Care, Support and Supervision are as effective as possible.

**Main Responsibilities**
- Promote resident engagement and opportunities through a variety of communication channels
- Manage and facilitate the support audits process, track the audit progress and identify shortfalls that may delay completion of the audit
- Provide operational support for quality audit across DHL
- Ensure that audit activity is accurately documented and recorded for presentation at relevant committees, Board and Management teams that results are reported for assurance purposes
- Contribute to and assist with the delivery of quality improvement initiatives and information packages throughout DHL
- Promote the value of audit as a quality assurance and quality improvement process.
- Lead in responding to one off low level neighbour nuisance issues which can be resolved through a simple intervention.
- Develops good knowledge of our residents, the communities in which they live
- Act as an internal and external advocate of resident priorities to help deliver DHL’s vision of safer homes and good engagement.
- Working closely with Managing Agents to developing positive relationships with local stakeholders

**Other Duties**
- Assist the Resident Engagement Manager where required.
- Attend site visits when and where required.
- Work in partnership with the Asset & Compliance Team.
- Attend training courses and conferences as appropriate.
- Process and carry out support audits on a 3-month basis across all partners.
- Handle and manage complaints in line with the company procedure.
- Maintain resident accurate resident records using the company’s data base

**Person Specification**
- Experience of working within social housing or supported housing.
- Possess good knowledge of regulatory requirements and consumer standards.
- Demonstratable experience of working closely with third parties to achieve shared goals.
- Experience of Resident Engagement / Customer Experience
- Ability to proactively identify concerns and implement resolutions.
- Knowledge of complaints policies and procedures and experience of actively promoting and enforcing these.
- Ability to plan and organise workload to meet deadlines in an unpredictable environment.
- Ability to consistently achieve targets and deliver a safe environment of homes for residents.
- Possess a full UK driving license and be able to travel nationwide to all service providers.
- Ability to communicate effectively both verbally and in writing and be able to tailor communication style accordingly.
- Ability to display resilience and integrity when dealing with difficult situations.

**Job Types**: Full-time, Permanent

Pay: From £24,000.00 per year

Schedule:

- Monday to Friday

Work Location: In person

Application deadline: 14/03/2025

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