Fire Remediation Resident Liaison Officer

2 months ago

Surrey, United Kingdom PA Housing Full time

A little bit about what we are looking for...
We are seeking a dedicated Fire Remediation Resident Liaison Officer to lead the communication efforts for our fire safety remediation projects and external wall cases, ensuring that our residents are well-informed and supported. This role is essential in liaising with our customers and service providers for major fire remediation works in and around our customers' homes.

We embrace the future of work with our hybrid working model, offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately 2-3 days per week in the office with the remainder being from the comfort of your own home. However bear in mind during your probation and training, we may request more office presence to ensure you feel fully supported and equipped for success. Your well-being and confidence in your role are paramount to us, and we're committed to providing the flexibility you need to excel. Of course if you'd prefer to be in the office more, then that is completely fine with us too

As part of our commitment to promoting work-life balance, we offer an optional 9-day fortnight scheme*. With this arrangement, you have the opportunity to compress your hours into nine days, allowing you to enjoy a bonus day off every fortnight. It's our way of empowering you to achieve greater flexibility and recharge, helping you be your best self.


Your responsibilities...

  • Collaborate with Compliance and Fire Safety Teams:
    • Utilise digital, written, and verbal communication to engage with all residents.
    • Maintain a comprehensive shared drive, including a database of EWS1 forms (External Wall System forms).
    • Record all communications in Documotive, updating CRM cases and contact information.
  • Resident Communications:
    • Issue regular updates, letters, and newsletters to residents impacted by Fire Remediation Works.
    • Participate in project meetings with consultants, contractors, and internal teams related to fire remediation projects.
  • Administrative Support:
    • Assist the FIW Coordinator and Fire Improvement Works team as needed.
    • Handle administrative tasks related to fire remediation legal cases, compile evidence, documentation, raise orders, and process invoices.
  • Internal Coordination:
    • Ensure timely communication with neighbourhoods and internal operational teams, keeping colleagues informed about fire remediation project developments.
    • Share information with all stakeholders promptly.
  • Third-Party Communication:
    • Ensure third-party communications are relayed to residents in a timely manner, adhering to PA’s approach, tone, and delivery.
    • Respond to third-party communications regarding fire remediation projects.
  • Sales and Customer Satisfaction:
    • Update the sales team on issues affecting sales.
    • Ensure customer satisfaction by promptly addressing queries and concerns related to sales and re-mortgages.
    • Attend resident forums, meetings, and drop-in sessions as required.
  • Technical and Website Updates:
    • Work with the communications team to convey new and technical information to residents in an easy-to-understand format.
    • Collaborate with the communications team to update the website.
  • Resident Liaison:
    • Directly liaise with residents when access is required for remediation works, offering solutions when issues arise.
    • Stay informed about legislative changes on EWS1, FRAEW’s, and other relevant topics.
  • Team Contribution:
    • Contribute to the effective and efficient running of the Fire Improvement Works Team, ensuring targets and objectives are met.
    • Maintain high standards of customer service at all times.


We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert.


Our ideal candidate...

  • Experience:
    • Solid experience in a customer service role within housing, a public service organisation, a charity, or a similar profession where the focus is on serving external customers.
  • Technical Skills:
    • Proficiency in Microsoft Office applications, particularly at an intermediate level in Word.
  • Compliance:
    • Basic Disclosure (DBS) certificate check required.
  • Social Housing Knowledge:
    • Demonstrated understanding of social housing, with a particular emphasis on PA’s core values.
  • Commitment to Equality:
    • A strong commitment to equal opportunities in service delivery and employment.
  • Literacy Skills:
    • Excellent written and verbal communication skills.
  • Systems Knowledge:
    • Familiarity with housing management systems.

If specific qualifications are required, please upload them with your application to demonstrate your eligibility.


Disclosure and Barring Service:

This role of requires the successful candidate to complete a basic DBS check. A basic DBS check will show any unspent convictions.

So why do we need to know this information? This role will be required to visit / support PA Housing residents in their own homes on a regular basis. Therefore we have a duty to our residents to ensure that we have taken precautions regarding who will be visiting them and representing PA Housing.

Having unspent convictions will not necessarily preclude you from being recruited into the role; if you are potentially the successful candidate, we will complete a risk assessment with you to understand the circumstances around your conviction, how relevant they are to the post you have applied for and what remedial action , if any, have you have taken since your conviction. Suitable references will also need to be obtained prior to commencement of employment.


AGENCIES: We know where you are if we need your support so please do not contact us.

To apply for this role please click on the apply button or for any enquiries please email recruitment@pahousing.co.uk - We reserve the right to close this job advert early if we receive a sufficient number of applications. Therefore, we advise you to apply promptly to ensure your application can be considered.

* please note this is a non contractual benefit and may be subject to change


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