Regeneration Resident Liaison Officer

REGENERATION RESIDENT LIAISON OFFICER

£20.00 - £23.00phr LTD

OFFICE BASED IN BRIXTON

As part of the organisation’s Regeneration team you will liaise directly with the organisation’s customers on a daily basis to ensure high levels of communication and deliver market leading levels of customer satisfaction.

You will achieve this by working with and promoting the delivery of an innovative, customer focused programme ensuring a clear understanding of customers’ needs and expectations and ensuring these are surpassed. You will strive to continuously improve the efficiency of the service you manage and install a culture of best practice, safety and customer-focused obsession within your team

To ensure property management health and safety compliance and best practice and to assist in ensuring that Housing for Women is compliant with health and safety legislation and landlord and tenant law relating to property management.

Principle Accountabilities

• Lead, develop and engage with the organisation’s customers in relation to the multi-million-pound planned maintenance programme
• Meet with customers on a daily basis in-line with the ongoing planned maintenance programme to ensure customers are fully aware of the works being undertaken and to deal with any potential enquiries
• Provide innovation by the assisting in the development of systems to provide customers with excellent levels of consistent communication and ensuring high levels of customer satisfaction
• Ensuring that vulnerable customers who are scheduled to receive property improvements are identified and necessary support mechanisms are implemented to support these needs.
• Responsible for ensuring the comprehensive capture and documentation of customer information to gain a full understanding of their needs and expectations, as well as capturing information to assess the impact on wider community
• Work with key business partners in customer service, neighbourhoods, H&S, IT, investment and finance to ensure a collaborative service to our customers in an efficient manner.

• Recognize the responsibilities of safeguarding to act on and report incapability’s and vulnerabilities where necessary to manager.
• Process all Home Loss and Disturbance payments to resident in line with the HfW policy, and all resident removal and other reasonable costs as provided for and managed. Ensuring costs are properly budgeted and ensuring all tenants receive the financial support they need during the decanting process

Person Specification

Experience & qualifications

• Previous tenant liaison experience in a customer focused, high quality planned maintenance programme
• Able to demonstrate the ability to manage, motivate and influence behaviours through excellent people skills and negotiation
• Must be able to demonstrate a commitment to customer service within a planned maintenance programme.
• Able to demonstrate previous high-performance levels in terms of customer service and support
• The ability to work collaboratively with colleagues to achieve success and deliver right first time for our customers

Knowledge

• An understanding of all relevant legislation and landlord / resident obligations this includes health and safety and community safety legislation

Skills

• High competency levels in the use of Microsoft Office application and housing management systems with the ability to maintain accurate records and write reports

• Proven experience within a customer service environment, in a capacity which involves front line service delivery

• The ability to demonstrate confidence in using a variety of different communication methods to deliver clear communication both verbally and in written form

• The ability to drive own performance and improvements and consistently work towards achieving goals and high standards with minimum supervision

• Full clean driving license
• Highly developed IT skills, including: Word, Excel, Outlook and housing management systems