Resident Liaison Officer

Maidstone, Kent
Circa £22,000 per annum
12 Jul 2019
29 Jul 2019
PMI - 18424
Full Time
Organisation Type
Housing association / RP

Would you relish the opportunity to deliver improvements to customers homes?  Happy to travel to various locations? Would you like to work for one of Southern England’s leading housing groups? Then read on!

Who we’re looking for

As a Resident Liaison Officer, you will be able to provide a high level of customer service with excellent communication skills. You will be responsible for liaising with our customers in their homes about all aspects of the works, including customer choices and discussing specific requirements to assist the delivery. You will continue to be the first point of contact throughout the journey of the delivery of the work ensuring customer satisfaction is maintained. You are responsible in ensuring that our contractors work to our Customer Service Standards, respecting our customers homes and meeting all the requirements.

A significant part of this role will involve travelling across our South region (based at our new office in Maidstone and covering our South sites) to meet with customers and contractors.  Applicable travel costs will can be expensed.

The Resident Liaison Officer will also be required to attend Southern Housing Group offices for training and meetings as well as to liaise with other Southern Housing Group staff. Your input will be required at regular internal meetings to help develop the role and provide excellent service to our residents.

This role will mainly deal with cyclical redecoration works and associated work. You will be required to communicate and collect data between Southern Housing Group and the residents in the homes you work with. You will need to send information by post and manually onsite to residents to let them know about planned work. You will need to deal enquiries and complaints from residents in an efficient and friendly way. You will need to be accountable but collecting customer feedback and contributing to KPI information.

The role will involve liaising with contractors to work in partnership to give maximum opportunity for the residents to be represented and consulted on the work.
The applicant should be computer literate, proficient in Outlook, Word and Excel and should be able to look up information using our internal systems effectively.

Customer satisfaction is key to the success of this role!

What we’ll offer you
• A salary of circa £22,000 p.a.
• Great holidays – 23 days, plus public holidays. We also close between Christmas and New Year, so you get another 3 days bonus!
• The ability to buy extra leave and discount cards
• Flexible working
• Employee referral scheme
• A great pension scheme
• Cash claim-back on medical treatments
• Travel to work loan
• Discounted rates on a cycle scheme, personal medical plans, life assurance, give as you earn, critical illness and travel insurance

Why work for Southern Housing Group?

Southern Housing Group is one of the largest housing associations in the UK and has a well-established reputation as a successful business with social objectives. The Group provides a range of homes for people in housing need, including social rent, affordable rent and shared ownership and for outright sales.

We provide homes for more than 72,000 customers in over 28,500 homes, making lives better and investing in communities. With around 1,000 employees, we’re an organisation that’s growing.

We are a member of the G15, which represents London's largest housing associations. The G15 houses one in ten Londoners and builds a quarter of London's new homes.

Southern Housing Group won the “Housing Association of the Year” award at the WhatHouse? Awards 2018. The Group also won the award for “2018 Best Large Development” at the National Housing Awards for our development at Bow River Village in London.

We offer a high level of service to a variety of tenures including rented, leaseholders and sheltered accommodation.

Please include a supporting statement explaining how your skills and experience meet the criteria of the job description and person specification.

Closing Date: Monday 29th July 2019

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