Resident Liaison Officer – Crawley – Temp to Perm

Job Title: Resident Liaison Officer
Location: Crawley
Salary: £19.05 per hour temp-perm
Sector: Social Housing
MUST HOLD A UK DRIVING LISENCE AND WILL BE GIVEN A CAR

RLO
Requires Social Housing experience

Computer Skills essential
Strong within Excel and Word
Strong customer facing skills
Hold a UK Driving Licence
Will be between Office and visiting tenants
Will be given a car
Needs to be local to Crawley no longer then 1 hour
Initial chat on teams then invited in for a face to face

Key Accountabilities will include:

Acting as the main point of contact for residents, prioritising their needs and addressing concerns throughout the site works.
The role focuses on fostering a safe, secure, and positive living environment while working closely with site staff to minimise disruptions.
Clear, proactive communication and meticulous planning will ensure scheduled access to residents' homes, building trust and delivering a seamless, customer-centric experience during the works.
Set up, undertake and manage the Tenant/Customer/Resident Liaison Service across multiple sites.
Attend regular client representative and tenant meetings to ensure highest level of customer service is provided at all times.
Manage the Tenant's Complaints procedures as a point of escalation.
Maintain and update the on-site Database to reflect on-going works.
Organise and host regular surgeries to address residents' queries, concerns, and feedback.
Maintain a structured complaints procedure and handle disputes and damage claims promptly and fairly.

Key Responsibilities of the Resident Liaison Officer:

Engaging with residents and understand the needs of the community to deliver a personal service
Provide a friendly courteous service in connection with residents
Support, communicate and advise the site team
Live the company values being fair, forward-thinking, accountable, customer focussed, open, transparent, proud and passionate, so that the highest standards of customer care can be achieved
Be committed to diversity and inclusion of all
Comply fully with the Company Code of Conduct, health and safety requirements, legislation, regulations, policies and procedures
Undertake resident profiling to identify individual needs and tailor our service
Implement our Customer Journey process to guide residents to manage expectations, maximise satisfaction and explain works, give notices, write newsletters etc
Make access arrangements mutually convenient with residents
Attend evening/weekend appointments where necessary
Organise community events
Manage complains/compliments and deal with all feedback. Keep complaints log with remedial actions and report weekly to the client
Lead aftercare/handover service

Requirements of the Resident Liaison Officer:

1+ year of experience as a Resident Liaison Officer (Social Housing).
Strong communication skills and empathy.
Ability to work under pressure
Excellent Communication Skills
* Excellent Time Management
Work well under pressure
The ability to meet deadlines
People management skills
Negotiation skills
Self-Motivated
High levels of accuracy
The ability to think strategically
Presentation skills
Able to work on own initiative

If you feel this Resident Liaison Officer position is of interest to you, please either apply for the position directly or call Natasha on (phone number removed). please send your cv directly to: ,uk