This is a long-term opportunity for someone with strong communication and customer service skills who is confident working within occupied properties and dealing with residents on a day-to-day basis.
Key Responsibilities
* Act as the main point of contact for tenants throughout the works.
* Liaise with residents regarding planned works, access requirements and project timescales.
* Arrange appointments and ensure tenants are given appropriate notice of works.
* Visit properties to discuss upcoming works and address residents' concerns.
* Maintain regular communication with tenants, contractors, site teams and housing officers.
* Manage and resolve tenant queries, complaints and issues professionally.
* Keep accurate records of tenant communications, appointments and property information.
* Carry out resident satisfaction checks and follow up on any concerns.
* Support the site team with access issues and difficult-to-reach properties.
* Explain the scope of works to residents in a clear and professional manner.
* Identify vulnerable residents or additional support requirements and escalate where appropriate.
* Assist with resident handovers and ensure properties are left to the required standard.
* Attend site and tenant meetings when required.
* Work closely with the Site Manager and Project Manager to ensure the programme runs smoothly.
* Ensure all communication is handled sensitively and professionally.
Requirements
* Previous experience as a Tenant Liaison Officer, Resident Liaison Officer or similar role.
* Experience working on social housing, housing refurbishment, retrofit or planned maintenance projects.
* Excellent communication and interpersonal skills.
* Confident dealing with tenants and members of the public.
* Ability to manage complaints and difficult situations calmly and professionally.
* Good administration and organisational skills.
* IT literate with the ability to maintain accurate records.
* Full UK driving licence is desirable.
* Experience working within occupied residential properties is highly desirable.
Personal Attributes
The ideal candidate will be:
* Friendly, approachable and professional.
* Patient and empathetic when dealing with residents.
* Organised and able to manage multiple properties and appointments.
* Proactive in identifying and resolving issues.
* Confident communicating with tenants, contractors and senior management.
* Able to work independently while also being part of a wider project team.
Project Experience
Experience on social housing refurbishment, decarbonisation, energy-efficiency, retrofit or planned maintenance programmes would be particularly advantageous
Salary description
£18.00 - £22.00 per hour