Senior Resident Liaison OfficerPermanent Birmingham£33k Salary + £250 p/month car allowance 42.5 hours An amazing opportunity has arisen for an experienced and enthusiastic Senior Resident Liaison Officer to join a well-established business on a permanent basis, to help support the customers throughout adaptations and disruptive repairs to their homes. The Senior Resident Liaison Officer duties will be:
• Visiting residents homes when required and dealing with their needs and queries
• Dealing with complaints, ensuring they are registered and reported within company guidelines
• Ensure all complaints are investigated and resolved in a timely manner within company targets and liaising with residents of their outcome
• Keeping the complaint log up to date and creating reports to ensure the service is continually improved
• Scheduling appointments for additional works if necessary and monitoring to ensure they are carried out to the residents satisfaction
• Liaising with the Resident Liaison Manager and regional manager if goodwill gestures or compensation are required.
• Overseeing the resident surveys, making sure they are being completed and recorded in order to create monthly reports highlighting any actions that need to be addressed and following them up until completion
• Being part of monthly meetings with the contract team and supplying reports detailed above
• Ensuring all reports of improvement are reported to the Customer Service Manager in order for processes to be streamlined
• Plan and attend resident surgeries, consultation events and association meetings when required
• Assisting vulnerable people to enable them to report repairs
• Working with vulnerable residents and liaising with housing officers and support services when needed and ensure the identified vulnerabilities are logged within the company system
• Working with the Community Teams to organise volunteering and fund raising events
• Complete daily work sheets, making sure to detail visits with residents and clients
• Working collaboratively with the team by inputting ideas and suggestions to help the company improve their services
• Comply with and uphold the companies policies and procedures
• Working with the team to take on any ad-hoc duties for the smooth running of the division
• Undertake any other ad hoc duties necessary for the smooth running of the planned maintenance division.As a Resident Liaison Officer you will need:
• Flexibility when it comes to travel as you will be travelling to multiple residents properties daily
• Experience within a similar role in a social or local authority housing setting
• Proven ability to communicate effectively with customers who may be dissatisfied, and to manage expectations where appropriate
• Experience of using IT systems for job management along with excellent EXCEL skills as you will be using spreadsheets frequently
• Good knowledge of planned maintenance services in housing to include regulation, legislation and best practice
• Proven track record of delivering against targets and KPI’s
• Full UK Driving Licence
• Enhanced DBS in place or willing to undertake one prior to starting
• Must own an Android or IOS phone which will be used as part of your role (£20 monthly payment will be given for use of own device)The successful Resident Liaison Officer must have a calm and understanding manner due to the nature of the role. You must be experienced in complaint resolution and have worked in a social housing setting. In addition to the competitive salary, you will receive £250 p/month car allowance and £20 p/month towards use of your personal phone, 22 days holiday plus Bank Holidays, amongst many other fantastic company benefits. Please speak to Jess and send your CV to or call the office on to discuss your application with a view to getting you started (subject to experience and telephone interview)Zeal Recruitment are acting as an Employment Agency of behalf of the client, we offer both temporary and permanent placements to clients within the Construction industry to include, M&E, Building Services, Construction of onsite and offsite, Trades & Labour and office support. Skills:Leadership skills, organised, punctual, approachable, good knowledge of planned maintenance, positive attitude Qualifications:
• Flexibility when it comes to travel as you will be travelling to multiple residents properties daily
• Experience within a similar role in a social or local authority housing setting
• Proven ability to communicate effectively with customers who may be dissatisfied, and to manage expectations where appropriate
• Experience of using IT systems for job management along with excellent EXCEL skills as you will be using spreadsheets frequently
• Good knowledge of planned maintenance services in housing to include regulation, legislation and best practice
• Proven track record of delivering against targets and KPI’s
• Full UK Driving Licence
• Enhanced DBS in place or willing to undertake one prior to starting
• Must own an Android or IOS phone which will be used as part of your role (£20 monthly payment will be given for use of own device)Keywords:Senior Resident Liaison Officer, RLO, Resident Liaison Officer, TLO, Senior Tenant Liaison Officer,