Key Responsibilities
* Act as the main point of contact for residents, providing clear, timely, and empathetic communication before, during, and after works.
* Lead on resident engagement and consultation activities, including statutory leaseholder consultations, ensuring residents feel informed and involved from the outset.
* Coordinate and attend meetings between residents, contractors, and project teams, ensuring queries and concerns are effectively managed and resolved.
* Identify and support vulnerable residents, working closely with internal teams and contractors to provide tailored assistance where needed.
* Maintain accurate and up-to-date records of all resident interactions, enquiries, complaints, and escalations, ensuring responses meet agreed timeframes.
* Manage resident choices and preferences, ensuring all decisions are recorded and communicated appropriately.
* Support the complaints process, working collaboratively to deliver timely and customer-focused resolutions.
* Carry out resident satisfaction surveys and feedback exercises, analysing results and sharing insights with the wider team.
* Work closely with repairs and maintenance teams to resolve any issues arising during the works programme.
* Utilise internal systems to raise, track, and manage work requests efficiently.
About You
* You will have proven experience in a resident-facing or customer-focused role within housing, construction, regeneration, or a similar environment.
* You understand the impact that building works can have on residents and are passionate about delivering a positive customer experience.
* You are confident communicating with a wide range of stakeholders, from residents to contractors and internal teams.
* You bring a proactive, solutions-focused approach and enjoy working as part of a collaborative team.
* You have experience supporting vulnerable individuals and understand the importance of a sensitive and adaptable approach.
* You remain calm and professional when handling challenging situations.
* You are highly organised, able to manage multiple priorities, and meet deadlines in a fast-paced environment.
* You have excellent written and verbal communication skills, with the ability to produce clear and professional documentation.
* You are comfortable using ICT systems and maintaining accurate records.
This role will involve regular travel to site and a mix of office and on-site working, sometimes in challenging environments.
If you’re looking for a role where you can genuinely make a difference to residents’ experience during essential works, we’d love to hear from you. Apply today to take the next step in your career
Salary description
£20.00 - £30.00 per hour