Resident Liaison Officer
Delivering the Difference - The Key to R&M’s success is the improvement of the services we deliver,ensuring residents they are fully involved in the decision-making process effecting their homes.
RLO’s provide a one-stop contact point helping residents to feel respected and valued by maintaining the best quality experience throughout maintaining their home.
Key Tasks / Activities / Responsibilities:
Register all complaints and report as per company and client procedures. Ensure complaints are investigated and resolved efficiently and within target and advising residents and clients of their outcomes
Compile a complaint log and use the information to report on trends including the lessons learnt and how to improve our service
Visiting and meeting residents in their homes, when required or requested, dealing with their needs and queries ensuring they are kept informed at all times.
Arrange compensation or goodwill gestures if required, all to be agreed with Customer Service Manager / Divisional Manager
Make appointments for further works if needed and ensure these are carried out and completed to the resident’s satisfaction
Ensure resident telephone surveys are carried out and recorded, with the appropriate action taken regarding feedback. Provide a monthly report detailing the findings of the surveys and actions taken to address any issues or problems that have arisen
Attend monthly contract meetings and supply relevant reports
To maintain your own filing system for all properties affected by works, ensuring all correspondence to and from residents are recorded
Organise Resident consultation events and attend any relevant Resident Association Meetings
Identify any special needs or circumstances of individual residents and liaise with client’s housing officers or wardens where necessary and informing our site teams to ensure we tailor the service accordingly
To complete a daily log sheet detailing visits to residents and clients
Provide any other reports requested by Client, Line Manager or Customer Manager
Other ad hoc duties necessary for the smooth running of the Repairs and Maintenance Division
To deliver Customer Care talks as and when required and to ensure they are documented
Liaise closely with other senior staff to generate positive culture within the Division through regular meetings, working towards business objectives, covering absence etc
To contribute ideas and suggestions that may enable the company to provide a better service
Follow and support policies, procedures, initiatives and work instructions related to sustainability improvement and environmental compliance
A good working knowledge of Microsoft Office Suite
Previous work experience with Local Authorities or Social Housing Providers.
Good organisational, scheduling and planning skills
Good interpersonal skills; must enjoy working with people on a personal level, and be approachable, tactful and diplomatic
Good communication skills; must be able to communicate very confidently both verbally and in writing
Ability to work on your own initiative, and as part of a team
Must hold a current driving licence, as you will be required to drive
Must have working experience of a customer services environment.
Must have a good experience of working in a busy environment, and delivering to strict deadlines
Other Key Information:
Must be flexible regarding travelling and working at various sites, and attendance at evening meetings
Provide a current Enhanced DBS certificate or be prepared to complete the process
Full Clean Driving license