Resident Liaison Officer
Shepherds Bush Housing Group
London, UK
Published 4 days ago
Housing / Neighbourhood management
The vacancy
The Vacancy
We have an exciting opportunity for a Resident Liaison Officer to join the team on a full time permanent basis. You will support our customers through their repairs journey by acting as the link between the customer and our repairs and assets departments. You will be responsible for progressing cases with key stakeholders by having an on-site presence at customers homes to provide enhanced support. You will be responsible for improving customer satisfaction and to identify customer trends. You will support our priority decant cases ensuring that their move is thoroughly risk assessed and executed.
Key Responsibilities
Please follow the link to read more about our great benefits and what we can offer you: https://www.sbhg.co.uk/life-at-sbhg
Equality, Diversity and Inclusion
We commit to ensuring that equality and diversity are integrated at the core of our business and respond to the needs of our employees, workers, stakeholders and customers. To read more about our commitment, please visit the following link: https://www.sbhg.co.uk/equality-and-diversity
We reserve the right to close this vacancy early if enough applications are received.
Our mission
We're much more than a landlord. We build communities by providing homes that people can afford and invest in people and places.
We have more than 5000 homes throughout west London and are building more. We've been doing this since 1968 and are a trusted part of the community.
Our mission is social heart, business head, local impact.
Social heart: Our way of working builds and strengthens communities.
Business head: Our way of working means we make a lasting return on investment.
Local impact: Our way of working responds to what's needed locally.
Our values
Community focused
Putting our community and customers first.
Caring
Supporting each other and building strong relationships.
Accountable
Taking ownership for how we behave, spend money, and deliver high performing services to each other and our customers.
Innovative
Keeping an open mind to new ideas and being motivated to make a positive impact.
Why work for us
The Vacancy
We have an exciting opportunity for a Resident Liaison Officer to join the team on a full time permanent basis. You will support our customers through their repairs journey by acting as the link between the customer and our repairs and assets departments. You will be responsible for progressing cases with key stakeholders by having an on-site presence at customers homes to provide enhanced support. You will be responsible for improving customer satisfaction and to identify customer trends. You will support our priority decant cases ensuring that their move is thoroughly risk assessed and executed.
Key Responsibilities
- Providing on site presence to customers homes to progress cases
- Providing customer support via home visits, telephone, email and letters
- Responsible for managing a complex caseload through to completion
- Managing and scheduling in appointments and dealing with complaints.
- Leading and devising action plans with stakeholders and monitoring through to resolution.
- Improving customer satisfaction by rebuilding relationships, undertaking customer surveys and improving our satisfaction rates.
- To work with contractors and contract managers to ensure that work is being delivered correctly and to specification.
- Experience and knowledge of repairs processes and housing processes
- Excellent communications skills; oral and written. Be able to have difficult conversations and write in depth written communications
- Excellent listening skills, including displaying empathy and sympathy where applicable
- Showing tenacity, resilience and be able to work under pressure
- As this is a role that can require ad hoc visits, flexibility to undertake home visits at any time is imperative
Please follow the link to read more about our great benefits and what we can offer you: https://www.sbhg.co.uk/life-at-sbhg
Equality, Diversity and Inclusion
We commit to ensuring that equality and diversity are integrated at the core of our business and respond to the needs of our employees, workers, stakeholders and customers. To read more about our commitment, please visit the following link: https://www.sbhg.co.uk/equality-and-diversity
We reserve the right to close this vacancy early if enough applications are received.
Our mission
We're much more than a landlord. We build communities by providing homes that people can afford and invest in people and places.
We have more than 5000 homes throughout west London and are building more. We've been doing this since 1968 and are a trusted part of the community.
Our mission is social heart, business head, local impact.
Social heart: Our way of working builds and strengthens communities.
Business head: Our way of working means we make a lasting return on investment.
Local impact: Our way of working responds to what's needed locally.
Our values
Community focused
Putting our community and customers first.
Caring
Supporting each other and building strong relationships.
Accountable
Taking ownership for how we behave, spend money, and deliver high performing services to each other and our customers.
Innovative
Keeping an open mind to new ideas and being motivated to make a positive impact.
Why work for us