Resident Liaison Officer - Reed : Job Details

Resident Liaison Officer

Pay Rate: £18.89 PAYE / £23.98 Umbrella

Start Date: Immediate

Location: Merton, London

Job Type: Hybrid Working: 3 days on-site in Merton with travel across South London

Contract Type: Temporary Contract

Basic DBS Required

As a Resident Liaison Officer, you will play a crucial role in supporting the development and implementation of our customer contact and stakeholder communication strategy. This position is vital in ensuring that our residents' voices are heard and that we deliver and communicate effectively upon service promises.

Day-to-day of the role:

• Participate in and lead local service resident engagement strategies when required.
• Analyse key data to inform our service improvement strategies.
• Facilitate and coordinate responses to customers by working closely with the local housing team, Customer Contact Centre, and Clarion Response.
• Identify relevant internal and external stakeholders to ensure comprehensive understanding and management of changes in service.
• Manage customer communications to maintain high customer satisfaction.
• Organise and attend stakeholder meetings, producing communication materials using various methods
• Act as a key member of the Housing Neighbourhood Team, representing the team at meetings and leading smaller project teams as appropriate.
• Provide a customer-focused service, ensuring all tasks are completed and that complaints and requests from residents and stakeholders are actioned effectively.
• Liaise with customers and act as a conduit between all relevant teams within Clarion, ensuring all parties are kept informed.
• Assist in liaising with in-house service providers, M&E contractors, and external subcontractors to ensure the delivery of top quartile service.
• Participate in the viewing and sign-up of customers at the handover of Regeneration properties.
• Ensure compliance with GDPR regulations when processing customer data.

Skills & Qualifications:

• Proven experience in a front-line customer-focused role within the social housing sector.
• Experience with project management methods and working successfully in a housing association or local authority.
• Excellent analytical skills with the ability to identify trends and present data effectively.
• Strong letter writing and report composition skills.
• Demonstrated ability to build and maintain relationships with multiple stakeholder groups across geographical boundaries and influence positive change.
• Excellent communication skills with the ability to adapt approach based on the audience.
• Experience in handling complaints and customer feedback effectively.
• IT literate with excellent planning and organisational skills.
• Demonstrates quick learning abilities and a motivation to achieve results.
• Proven problem-solving skills with a positive mindset.
• Ability to take responsibility and be proactive and creative in finding solutions.
• Flexibility with working hours and ability to travel, including occasional visits to customers’ homes and attending meetings outside normal working hours.

If you are interested in the Resident Liaison Officer position, please apply.