The role of Tenant Liaison Officer (TLO) is to facilitate the smooth running of operational projects. This will cover building and maintaining positive relationships between the residents, subcontractors, client representees and the companies team.
RLO activities are procedural and proactive, with a commitment to delivering prompt, accurate and relevant information through written and verbal communication. The TLO is required to maintain up to date records and documentation, manage any complaints and respond to the resident and site team needs. The TLO must be flexible, innovative and be able to provide balanced solutions to problems.
It is companies strong belief that the TLO is one of the most critical parts of the site team, as achieving excellent customer relationships is the main route to repeat business.
* Manage resident relationships to improve access rates, for appointments.
* Manage and maintain all communication with residents.
* Responsible for managing resident complaints in a timely manner.
* Supporting the Senior/ lead Resident Liaison Officer & Site Management team.
* Planning and programming of resident communications and engagement events
* Ensuring residential data is kept secure and updated.
* Be the point of contact for residents.
* Manage any queries or complaints in a timely manner.
* Attending and contributing to operational meetings
* Oversee the complaints procedure ensuring complaints are dealt with quickly and effectively.
* Working with site management team to keep residents fully informed.
* Liaise and support residents throughout planned and emergency works.
* Arrange all appointments.
* Support management with social value targets and commitment
* Identify any special needs or circumstances of individual residents. Ensuring they are recorded for wider team reference.
* Work with the site manager to assign set appointments for residents with specific needs.
* Maintain records in line with company procedures ensuring compliance with GDPR.
* To ensure understanding of the company quality and environmental management systems and to work according to their requirements.
* To be aware of the environmental aspects and impacts relevant to the work of as well as ensuring compliance with any environmental legislation that is applicable to the job.
* Ensure all company activities are GDPR compliant.
The position will be fully site based. Travel will be required on a regular basis to other operating locations as specified by the Company