Job description
Customer Liaison Officer - Mechanical, Electrical and Heating Team (M&E)
Job Summary
We are looking to appoint a Tenant Liaison Officer to join our Planned Maintenance service on a permanent basis, to work within the team to help the teams deliver on both capital upgrade works as well as reactive works and achieve an excellent level of customer satisfaction.
The postholder will have responsibility as part of the team for arranging and hosting tenant engagement sessions in person and online to aid with building a positive relationship between BCC and its residents to achieve the M&E teams common goals. They will need to be pro-active and positive in nature to deal with reactive repair issues such as burst water mains, false fire alarm activations as well as being able to plan and disseminate complex technical information provided by the M&E to residents for high profile projects such as sprinkler and fire alarm installations.
They will need to be available to attend resident drop-in sessions when required and effectively deal with issues raised or escalate to other team members. The role will be high paced but full support will be in place from project and programme engineers from within the M&E team to assist at each stage. It is expected for the candidate to have an understanding of M&E related works but training from the team can also be provided if required.
What will I be doing?
Experience in local authority and construction-based projects will be key to the role and ideally an understanding of M&E systems. The person will work between the M&E team, its contractors and the residents. A high volume of M&E works requires the contractor to provide a tenant liaison officer and it will be the post holders role to ensure they understand and follow a common working practise ensuring residents needs are met. The postholder will need good interpersonal skills dealing with complex issues raised by residents but also the ability to manage expectations and unreasonable requests.
The post holder will need to be aware of H&S responsibilities whilst working onsite and be able to challenge contractors when required or escalate to team members.
There will be a varied amount of projects where involvement may be required which could include, Laundry Refurbishments, Communal Rewires, Dry Riser Renewals, Bathroom Replacements, Domestic Electrical Testing, Refusal and No Access Cases including Litigation, High Rise Stop Tap Changes and Water Shutdowns.
What do I need to have?
We need someone who has experience in providing excellent customer service skills and can be adaptive in their approach to meet residents needs. They will need to be willing to learn about M&E types of works and the position is a great introduction into the M&E industry with opportunity to develop your skills and progress into an engineering role if desired. You should have the drive to take the initiative to introduce innovations to keep continually improving the service we offer to our residents.
Why Bristol City Council?
At Bristol City Council, we go that extra mile for our people; we offer a work environment which is fast moving and supportive, giving you the chance to use your skills and develop new ones within a high-profile organisation.
Join us and you'll receive a generous rewards package including flexible working and flexitime, membership of the Local Government Pension scheme, and a generous annual leave allowance. In addition, you'll be working in a supportive environment where you'll have the chance to make Bristol a better place and contribute to its future.
How do I apply?
If you share our values and are ready to be part of our exciting journey please select the apply button below.
To be shortlisted for interview you'll need to demonstrate how you meet each of the essential criteria in the Person Specification within the Further Information section of your application. On occasion we will receive high numbers of applications, we may then shortlist against the desirable criteria along with the essential criteria, so if you can, please demonstrate how you meet this in your application.
Additional Information
This is a permanent role, 37 hours per week. Your working days will be Monday to Friday 8.00- 16.00.
If you would like any more information after reading the job advert along with the attached Job Description and Person Specification then please contact Rich Griffin, Mechanical, Electrical & Heating Manager - [email protected] or 07823532886.
Shortlisting will take place on 24 th of September.
Interviews are expected to take place on 30 th of September.
At Bristol City Council, we value having a workforce as diverse as the city we serve. We therefore welcome, develop and promote people from all sections of the community.
Customer Liaison Officer - Mechanical, Electrical and Heating Team (M&E)
Job Summary
We are looking to appoint a Tenant Liaison Officer to join our Planned Maintenance service on a permanent basis, to work within the team to help the teams deliver on both capital upgrade works as well as reactive works and achieve an excellent level of customer satisfaction.
The postholder will have responsibility as part of the team for arranging and hosting tenant engagement sessions in person and online to aid with building a positive relationship between BCC and its residents to achieve the M&E teams common goals. They will need to be pro-active and positive in nature to deal with reactive repair issues such as burst water mains, false fire alarm activations as well as being able to plan and disseminate complex technical information provided by the M&E to residents for high profile projects such as sprinkler and fire alarm installations.
They will need to be available to attend resident drop-in sessions when required and effectively deal with issues raised or escalate to other team members. The role will be high paced but full support will be in place from project and programme engineers from within the M&E team to assist at each stage. It is expected for the candidate to have an understanding of M&E related works but training from the team can also be provided if required.
What will I be doing?
Experience in local authority and construction-based projects will be key to the role and ideally an understanding of M&E systems. The person will work between the M&E team, its contractors and the residents. A high volume of M&E works requires the contractor to provide a tenant liaison officer and it will be the post holders role to ensure they understand and follow a common working practise ensuring residents needs are met. The postholder will need good interpersonal skills dealing with complex issues raised by residents but also the ability to manage expectations and unreasonable requests.
The post holder will need to be aware of H&S responsibilities whilst working onsite and be able to challenge contractors when required or escalate to team members.
There will be a varied amount of projects where involvement may be required which could include, Laundry Refurbishments, Communal Rewires, Dry Riser Renewals, Bathroom Replacements, Domestic Electrical Testing, Refusal and No Access Cases including Litigation, High Rise Stop Tap Changes and Water Shutdowns.
What do I need to have?
We need someone who has experience in providing excellent customer service skills and can be adaptive in their approach to meet residents needs. They will need to be willing to learn about M&E types of works and the position is a great introduction into the M&E industry with opportunity to develop your skills and progress into an engineering role if desired. You should have the drive to take the initiative to introduce innovations to keep continually improving the service we offer to our residents.
Why Bristol City Council?
At Bristol City Council, we go that extra mile for our people; we offer a work environment which is fast moving and supportive, giving you the chance to use your skills and develop new ones within a high-profile organisation.
Join us and you'll receive a generous rewards package including flexible working and flexitime, membership of the Local Government Pension scheme, and a generous annual leave allowance. In addition, you'll be working in a supportive environment where you'll have the chance to make Bristol a better place and contribute to its future.
How do I apply?
If you share our values and are ready to be part of our exciting journey please select the apply button below.
To be shortlisted for interview you'll need to demonstrate how you meet each of the essential criteria in the Person Specification within the Further Information section of your application. On occasion we will receive high numbers of applications, we may then shortlist against the desirable criteria along with the essential criteria, so if you can, please demonstrate how you meet this in your application.
Additional Information
This is a permanent role, 37 hours per week. Your working days will be Monday to Friday 8.00- 16.00.
If you would like any more information after reading the job advert along with the attached Job Description and Person Specification then please contact Rich Griffin, Mechanical, Electrical & Heating Manager - [email protected] or 07823532886.
Shortlisting will take place on 24 th of September.
Interviews are expected to take place on 30 th of September.
At Bristol City Council, we value having a workforce as diverse as the city we serve. We therefore welcome, develop and promote people from all sections of the community.