Resident Liaison Officer
Salary: £27,000 per annum
Hours: 35 per week
Location: Tower Hamlets, London
Closing Date: 9:00am – 29th January 2021
Do you have excellent customer service, as well as great written and verbal communication skills? Do you excel in problem solving and negotiating? If you do, then we want to hear from you!
What you will be doing… you will work together with residents, staff and contractors to ensure planned maintenance projects to THCH homes, are delivered smoothly, by communicating with residents and contractors in respect of planned maintenance programmes. You will deal with both their enquiries effectively.
You will work with a focus on achieving high levels of customer satisfaction. Produce easy to understand communication materials when needed. You will consult with resident representatives’ groups as well as identify vulnerable residents ensuring their needs are considered.
You will proactively manage your customer relationships and take ownership of complaints and any expressions of dissatisfaction and find appropriate solutions.
To begin with this role will be remote working from home due to COVID-19 social distancing measures. Some form of home working will continue.
You will be…. educated to A level standard or equivalent with a minimum 5 GCSE’s including A-C in Math and English (or qualified by experience). You will be organised and proactive, able to work on your own initiative, identify priorities and set your own targets where necessary. Ideally tou will have had previous resident liaison experience within the construction / social housing sector. Therefore, you will be able to understand design information and communicate this to residents.
You will be experienced in working with housing management systems: Orchard and /or Documotive, also experience with mail merge systems would be great as this forms part of your work. You will be dealing with difficult customers and will able to remain calm under pressure. You should possess well-developed IT skills including experience of Microsoft office and be proficient in using computerised databases.
You will be able to travel efficiently across the THCH stock and attend evening meetings, once this is possible again.
More detail can be found in the role profile
What we offer you… being part of a fantastic team, we offer a generous package including 28 days annual leave plus bank holidays and up to 4 concessionary days, a health and wellbeing scheme including a generous wellbeing allowance, season ticket loan and good pension.
Please note: We provide remote working for most of our staff whilst pandemic is ongoing as well as opportunities for remote and flexible working beyond the pandemic where possible.
On top of this we offer an environment which promotes openness and inclusion a team that operates with empathy and values partnerships and integrity.
How to apply
Please email your CV, supporting statement outlining how your skills and experience meet the essential criteria and also complete and return the Candidate Essentials Form to email@example.com.
The closing date for the receipt of applications is 29th January 2021 at 9:00am.
Due to Covid19 social distancing measures interviews will be taking place via video link, interview date TBC.