Trainee Resident Liaison Officer

JOB TITLE: Trainee Resident Liaison Officer

QUALICIFCATION: Working towards NVQ2 in Customer Service

SALARY: Living Wage for Age

RESPONSIBLE TO: Site Manager

APPLICATIONS TO: Mark Coyle (Contracts Manager)

SCOPE OF JOB:

Job Tasks

To provide consultation and support to tenants/residents before, during and after the works to their homes, ensuring high levels of customer satisfaction, including but not restricted to:-

• Carry out choice events/individual consultation with tenants regarding future work, and coordinate tenants’ choices as appropriate to the scheme.
• Generate and distribute relevant pre-works correspondence to residents before the works begin, including introduction letters; Getting to Know You letters; intro leaflets; 14-day notices; 7-day notices; 48/24 hour notice. This can involve driving for long periods and accessing properties in tower blocks with multiple flights of stairs.
• Carry out tenant inductions and pre-work “Getting to Know You” surveys prior to work commencing in their homes. Passing relevant information back to site management teams.
• Record and monitor no-access & work refusal situations. Ensuring relevant forms are completed and reported to the client.
• Agree on appropriate liaison and future access arrangements with residents.
• Identifying and supporting the needs of vulnerable tenants; providing packing boxes; assisting with clearing work areas; organising respite and care needs; lifting and moving household items, and anything else as required and agreed.
• Develop a database of appropriate community stakeholders, i.e. Tenants and Residents Associations, police, local shops, schools and businesses etc.
• Organise, facilitate and attend Open Days / scheme launch events, including carrying and moving choice boards, setting up tables, chairs etc.
• Maintain and distribute routine correspondence during the works as required by the client/scheme, including properties in high-rise flats.
• During the works on properties, visit tenants’ homes to ensure that the site team has laid dust sheets and protected belongings accordingly, and address any customer issues arising from works.
• Arrange and maintain access to properties to allow effective working.
• Register resident issues and complaints within Issues Logs and monitor sheets, managing resolutions as per company procedures.
• Ensure the site teams are briefed and updated regarding any relevant resident requirements and circumstances.
• Develop and maintain ‘house files’ for all properties affected by the works, ensuring all correspondence to and from residents is recorded.
• Liaise and work in conjunction with the client liaison representative(s).
• Liaise and maintain relationships with relevant local community stakeholders.
• Where appropriate to the scheme, ensure resident surveys are issued and returned.
• Record satisfaction data on monitor sheet.
• Attend site meetings as required.
• Attend client and resident meetings where appropriate.
• Identify and report to Site Manager and Partnerships Manager any community initiatives, good news stories or PR opportunities.
• Carry out responsibilities with clear regard to Emanuel Whittaker’s Equality and Dignity at Work; Health and Safety, and other relevant employee-focused policies and procedures.
• Assist in any other reasonable tasks as identified by line managers, eg. unloading deliveries, lifting and moving items, assisting tenants in preparation of their home prior to works taking place, etc.

Hours Of Work

As required to be on site and available to commence site works during the hours of

• 08:00 and 16:30 (Mon-Thurs)
• 08:00 and 15:30 (Fri)

Work Location

At any one of the various transient construction sites based throughout Greater Manchester, Lancashire and West Yorkshire regions within the North of England.

Essential Skills / Experience

The successful candidate will need to be able to demonstrate that they:-

• Have a good understanding of written and spoken English and are computer literate
• Have a current UK driving licence and their own means of transport.
• Are able to work as part of a team and under their own initiative.
• Are able to communicate in a clear, precise and polite manner with not only their managers and colleagues but also residents and members of the public.