Job Title: Resident Liaison Officer - Worcester
Overview of the Role
In your role as a Tenant Liaison Officer, you are responsible for managing the customer/resident journey whilst following the client and company engagement procedures.
Key Responsibilities
1. Provide consultation and support to residents prior to, during, and after works to their homes, ensuring high levels of customer satisfaction.
2. Identify vulnerable tenants and accommodate any additional needs they might have.
3. Address any problems/issues promptly.
4. Develop effective working relationships with residents, clients, sub-contractors, site-based personnel, local stakeholders, the local community, and the Customer Care department.
5. Conduct choice events, consultation events, and individual consultations with residents regarding future work.
6. Carry out individual resident inductions, including introduction to process, scope of works, and property and personal belongings condition surveys inclusive of photographs for evidence.
7. Complete resident profiling and collaborate with the site management team to implement effective working practices and discuss with the client's customer care team where appropriate.
8. Agree access arrangements with the resident and book appointments to enable work on their home.
9. Ensure relevant communication packs are set up for new contracts.
Team Responsibilities
1. Carry out customer care duties between clients, tenants, and sub-contractors.
2. Collaborate with other project stakeholders as required.
3. Assist the customer care manager in filing reports for company directors.
4. Support colleagues as needed.
5. Act in the best interests of the company at all times.
Health & Safety / Legislative Requirements
1. Complete all site compliance paperwork and TLO trackers as required.
2. Perform all duties in line with company guidelines and legislative requirements.
Salary: £28K PLUS £3K CA or car
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