Resident Liaison Officer

4Recruitment Services are seeking a Resident Liaison Officer to work for a housing association based in Morden.

This is a dynamic role; you’ll be helping deliver improved responsive services to our customers, dealing with many different types of projects, seeing them through to conclusion and often helping customers who may be vulnerable. Today you could be participating in the sign up and needs assessment of customers, at the handover of Regeneration properties, ensuring a complaint is resolved, or working with a whole block to support customers whilst services are restored; tomorrow you could be delivering an estate event or facilitating and co-ordinating responses to customers, by working with the Neighbourhood Response team, Customer Service team and clients Response team.

The client will allow hybrid working, you will be required to attend the Morden office approx. 3 days a week.

DUTIES AND RESPONSIBILITIES INCLUDE:

• Participate and when required lead on local service resident engagement strategies
• Analysis of key data to be used to form our service improvement strategies.
• Facilitate and co-ordinate responses to customers, by working with the local housing team, Customer Contact Centre and the clients response team
• Identify relevant internal and external stakeholders to ensure that any changes to service relating to the project are looked at in their entirety and the full impact of change is understood by all stakeholders
• Manage effective customer communication to ensure that customer satisfaction is high
• Organise and attend stakeholder meetings and produce communication materials using a variety of methods
• Key member of the Housing Neighbourhood Team and will represent the team at meetings and will lead smaller project teams where appropriate
• Provide a customer focused service ensuring all tasks are completed and complaints and/or requests from residents and stakeholders are actioned effectively
• Liaise with customers and act as a conduit between all relevant client teams, ensuring all parties are kept informed
• Assist in the effective liaison with in-house service provider, M&E contractors and external subcontractor staff to ensure the delivery of a top quartile service in line with industry standards
• Participate in the viewing and sign up of customers at handover of Regeneration properties.

ESSENTIAL REQUIREMENTS INCLUDE:

• Experience of excellent working relationships with colleagues in operational teams, other internal teams as well as external agencies
• Proven experience of a front line customer focused role in the social housing sector
• Experience of successful working in a housing association or local authority
• Experience of building and maintaining relationships with multiple stakeholder groups across geographical boundaries and influencing positive change
• Experience of dealing effectively with complaints and customer feedback
• Enjoy working with people in the community
• Able to take responsibility and be proactive and creative in finding solutions.

Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.

To discuss this vacancy in further detail or any other vacancies, please contact our Team on or email .