We are recruiting for a Resident Liaison Officer to join our growing Property Services team at Quinn London.
The successful candidate will have a minimum of 2 years experience as an Resident Liaison Officer.
You will require a full driving licence to allow travel across South East and South West London.
As the key point of contact and escalation for the residents you will be a great communicator and problem solver.
You will have experience in liaising with site teams, supply chain & clients alike to ensure each project has a successful outcome.
We are keen to speak to candidates with previous experience in resident liaison within the property services sector, who have first-class communication and customer service skills and are able to assist residents whilst showing empathy. You will also have excellent organisational and planning skills and be able to work effectively with multiple stakeholders, whilst upholding the highest customer service standards. We seek people who want to continuously develop and are passionate about customer care.
The successful candidate will be working across our kitchen and bathroom replacement programme, prior experience in this area would be of use although not necessary.
A MINIMUM OF 2 YEARS EXPERIENCE IN A RESIDENT LIAISON ROLE
Responsibilities
* Assisting site team and clients.
* Excellent Customer Care and Communication with Residents.
Duties
* Develops strong & effective working relationships with client representatives to reduce duplication and ensure consistency of information and approach.
* Communicates &/or visit each resident prior to work commencing to introduce Quinn and communicate the scope of work.
* Establishes resident’s individual requirements by carrying out an initial resident profile, documenting any points discussed and tailoring individual communication plans accordingly.
* Ability to adapt style and communication as and when required.
* Works alongside the site team to implement effective practices.
* Carries out property condition survey and appliance survey with photographs where necessary with the tenant before works start in the property.
* Creates and maintains property files.
* Liaises with site management staff to enable the flow of information between all parties.
* Initiate ID system on site for all operatives and staff.
* Where appropriate, consult with resident representatives and groups, arrange meetings to communicate the programme, gains feedback and discuss any other locally significant issues.
* Arranges appointment for surveys and works.
* Ensures all RLO procedures and paperwork is administered in line with Quinn policies and procedures.
* Manages complaints in line with our complaint’s procedure.
* Participates in Project Management meetings as required.
* Works with the Community Investment Officer/social value teams to deliver initiatives to the residents.
* Observe site Health & Safety rules and ensure any risks are reported immediately to the site manager.
* Along with SHEQ advisors, community investment officers, conduct presentations in local schools and youth projects.
* Ensures the ‘Key Safe’ procedure is adhered to in line with company policy.
* Arranges satisfaction surveys for all residents, collate responses and work with project staff to use feedback to improve our service.
* Seeks continuous improvement in resident liaison procedures.
Key Skills
* Good written and spoken English.
* Ability to adapt communication styles as required.
* Passion for customer service.
* Must have excel, word and general PC skills.
* Driving License required.
Job Type: Full-time
Salary: Competitive + Benefits
NO AGENCIES PLEASE