18 August 2008

Resident Liaison Officer

The Client
Our client is one of the UK's most respected privately owned construction companies, with an unrivalled portfolio across Social Housing Regeneration, Housing PFI and Property Development. In return for your skills and enthusiasm we offer a competitive salary package and will consider flexible working arrangements.

The Role
To demonstrate our caring and considerate attitude to residents in situ during major works.
To support the site team and realise their programme of work by securing accesses and to fulfil and exceed the clients expectation in terms of customer service and satisfaction

Introduce Resident Liaison, alongside the Project Team presentation. Maintain key strategic relationships to see the project through with regular meetings to clear resident issues as they arise and demonstrate the company's pro-active approach to resident involvement and ongoing consultation.

Actively seek out and make contact with local facilities and amenities that may be affected by the work, providing contact details, an explanation of the works programme and how they or their customers may be affected.

Meet with all residents affected by work and establish trusting relationships. Support and advise residents throughout the works, overseeing work with their concerns in mind and ultimately ensuring a high level of customer satisfaction with product and service.

Familiarise yourself with the clients existing housing and support team and maintain open channels of communication, in order to support their residents effectively.

Work as a key member of the Project Team to secure the overall success of the project, by realising a programme of appointments, keeping good records and resolving disputes before they hamper progress. Pro-actively seek out challenging situations and resolve them in advance. Ensure your team are mindful of the customers perspective in all works, planning and contract matters

Contribute to the success of your project and the continuing good reputation, respect and success of the Resident Liaison services of the whole company and conduct yourself in a professional manner, clearly representing the company, wearing corporate clothing, at all times

Ensure a resident liaison service is established and maintained in accordance with the relevant work instruction;'WI74 - The Role of the Resident Liaison Officer incorporating Outline Procedures and Guidelines'.

Personal Attributes
? Amicable and trustworthy
? Positive outlook and approach to work
? 'Firm but Fair' having a good sense of right and wrong
? Ability to put someone at ease in their presence
? Team player - sharing success and failure
? Maintaining professional appearances at all times
? Flexible working - willingness to work out of hours
? Ability to work independently, on own initiative
? Excellent communication - written/telephone
? Good listener
? Team player qualities
? pro-active in problem solving
? Good mediation skills and ability to remain neutral
? Ability to recognise and keep a safe distance from personal problems and refer, if necessary
? Have the ability to exercise discretion & maintain customer confidentiality
? Be prepared to show up as championing the voice of the customer
? Ability to lead by example
? IT literate
? Proficient letter writing
? Organised and methodical
? Good at record keeping
Work Experience with Transferable Skills ie
? Resident Liaison
? Call Centre Operative or Manager
? Customer Services
? Housing Officer, Caretaker, Patch Officer or Tenancy Officer
? Receptionist/ front of house
? Nursing
? Care Worker / Sheltered Housing
? Administrating
? Teaching
Training/ Certificates
? Full Driving Licence
? Personal Safety at Work / Threat Awareness
? Health and Safety Awareness
? First Aid - Appointed Person
? Fully Qualified First Aider
? Administration
? Customer Care
? Equal Opportunities



Salary: £22,000 - £24,000
Contact Name: James Manning
Email: james.manning@nowrecruitment.com
Phone: 0207 495 5613