Resident Liaison Officer

The Role

Due to our continued growth, we are delighted to confirm that we are currently seeking an experienced Resident liaison Officer to join Fortem, based in Oldham with travel across the surrounding area.

The Resident liaison Officer will work on a full-time basis you will aim to deliver and improve the level of customer and client satisfaction across the business, through engaging tenants and offering support to the Site Manager in their duties, supporting the delivery of a capital works programme, for our client the Guiness Partnership, where we will be responsible for enhancements to properties, including: Bathrooms, Kitchens and Roofs and Electrical works.

The Project

Key duties and responsibilities:
• Work closely and liaise with the clients’ resident officer(s).
• Work and liaise with the site manager for the contract.
• Ensure the clients’ resident officer(s) and site manager is aware of any customer issues and update and coordinate responses accordingly.
• Notify customers of intended start dates for the work and update the customers accordingly.
• Record and notify both the clients’ resident officer(s) and the site manager from every resident who refuses any element of the work including access for the work.
• Deal with any resident issues and enquiries on a day-to-day basis, all complaints to be recorded.
• Monitor emails from client and action as required.
• No liaison with the school. 9) The Resident Liaison Officer will not be responsible for gaining access to properties, they will communicate with customers, but responsibility for access remains with the client.
• Complete a diary on every visit, to every property relevant information including: a) Resident comments. b) Tidiness of the property. c) What stage the work is at.

Essential and Desirable Criteria

Essential Criteria:
• Excellent Communication and Interpersonal skills
• Previous experience of working in a customer facing environment
• Ability to deal with sensitive situations
• Resilience and strong negotiation skills
• Keen problem solving ability
• Full Driving Licence
• Organised and able to prioritise
• Proficiency in Microsoft Office
• SSS, CSCS Desirable:
• Previous social housing experience
• Awareness of diversity issues
• SMSTS, Scaffold Inspection

Personal Qualities

At Fortem we look for a balance of skills and experience but just as important to us are your values and behaviours. We are looking for people to join our team aligned to our values which are: Are honest and trustworthy.

You will be able to:
• recognise your own strengths and limitations, play to your strengths and use strategies to minimise the impact of your limitations,
• reflect regularly on your own experiences and performance, and constantly seek to improve,
• model behaviour that shows respect, helpfulness, and co-operation,
• respond positively and with resilience to setbacks,
• recognise people’s needs and motivations and acknowledge the feelings and views of all parties.
• recognise when there are conflicts, acknowledge the feelings and views of all parties, and redirect people's energy towards a common goal,
• make best use of available resources and seek new sources of support, when necessary,
• state your own position and views clearly and confidently in conflict situations,
• share, and encourage others to share, information and knowledge,
• recognise the importance of relationships and build these across the organisation,
• understand and address stakeholders' needs,
• identify your customers’ needs and expectations and strive to deliver them.