Resident Liaison Officer | Daniel Owen


Resident Liaison Officer

  • £30000 - £35000 per annum
  • Lewisham, London

Monday - Friday
8am - 5pm
Permanent position
Salary negotiable (£30-35k)
Covering a patch in SE London
Site based

Overall context and purpose of the role

The Resident Liaison Officer is responsible for working closely with the tenant to agree work schedules, to ensure that intrusive or disruptive repair works are completely quickly and efficiently in a way that is satisfactory for both our client and the tenant. The post-holder will use the necessary customer-focused skills to negate the escalation of complaints, and ensure resulting actions are managed to achieve the desired outcome of our client and the tenant. The post-holder will support the repairs function in delivering an efficient and effective service for our customers while achieving value for money.

Main duties and responsibilities

  • To work closely with the tenant to arrange work schedules that are satisfactory for both our client and the tenant.
  • To ensure that operatives communicate in a timely and accurate manner about the progress of work, to enable the post-holder to communicate updates to the tenant.
  • To re-schedule jobs in the event of an unplanned absence of an operative, and to contact the customer directly to agree any changes.
  • To communicate any changes or updates directly with the affected customers and operatives.
  • To inform the relevant manager about matters of work quality, timeliness, and potential HR issues concerning operatives.
  • To maintain effective working relationships with the client and customers, all staff, external agencies, specialist suppliers and all other relevant groups/companies
  • To provide written or verbal updates to support accurate and timely complaint responses.
  • To ensure that services are delivered within a robust control environment, ensuring compliance with policy and procedures and regulatory standards.
  • To manage VIP enquiries, Stage 1, Stage 2, Ombudsman for the Planned team/Response team.
  • To review and refine working practices to improve customer satisfaction
  • To attend site visits to properties on your own or with supervisors/surveyors/managers and deal with face to face issues as a means of resolution
  • To write letters to residents affected by works in conjunction with supervisors/surveyors/managers and also the PR & Comms team if the numbers of recipients dictates.

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