Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Engage with residents and contractors to improve housing repairs and manage customer concerns.
- Company: Join Ashford Borough Council, dedicated to enhancing community services and resident welfare.
- Benefits: Enjoy hybrid working, competitive salary, generous leave, and a supportive work environment.
- Why this job: Make a real impact in the community while developing your skills in a stable organisation.
- Qualifications: Experience in customer service and resident liaison is essential; strong communication skills are a must.
- Other info: We welcome applications from the Armed Forces Community and value diversity in our workforce.
The predicted salary is between 31878 - 35280 £ per year.
We are looking for an officer who has significant experience within a customer service-based role to enhance our Housing Repairs and Maintenance service. This pivotal role involves working closely with residents and contractors to drive continuous improvement through consultation and support. You will be responsible for acting as the primary contact for resident engagement and maintenance-related concerns, managing the customer journey, ensuring complaints and disrepair cases are handled effectively along with:
- Investigating and resolving complaints and disrepair cases, liaising across teams to find solutions.
- Maintaining records, tracking trends, and reporting on improvements.
- Conducting home visits, keeping residents informed and engaged throughout their repair process.
- Handling enquiries from MPs and Councillors.
- Promoting community engagement by attending events and supporting vulnerable residents.
About you: In order to be competent in this role it is essential that you have resident liaison experience and a customer service background and that you have experience in handling complaints and service improvement initiatives, along with:
- Local authority or social housing sector experience.
- Proven understanding of customer care and engagement, including working with vulnerable individuals.
- Excellent communication and interpersonal skills to build trust and foster relationships.
- Strong problem-solving abilities with a proactive approach.
- Digital proficiency and familiarity with GDPR regulations.
- Ability to work independently and as part of a team.
In addition, it would be desirable if you have knowledge of reactive maintenance services.
Benefits:
- Hybrid Working - We are an organisation that puts people first and understands how important employee wellbeing is. We want to help you to balance your working life and home life and offer flexible ways of working to help structure your life in a positive and productive way; both at home and in the office. This maximises personal development and collaborative working.
- Competitive remuneration package - We offer an excellent salary linked pension scheme, generous annual leave with flexi time, free life insurance, supportive relocation package and opportunities for training and development.
Additional Information: With devolution news and talks evolving across the country for local authorities, we understand that there may be some uncertainty for those currently serving within the sector. Although Kent and Medway have not been included in the Devolution Priority Programme, discussions continue in this area. Kent, Medway and all District and Borough Councils in the South East will continue to work closely with each other to deliver vital services to our communities. This is an exciting, but stable time to join our organisation. Ashford Borough Council recognises the need to ensure the welfare of children, young people and vulnerable adults when they come into contact with the services we provide. We welcome applications from the Armed Forces Community.
To find out further information about the role and to view the full job description, please visit the council's website. Please click the APPLY button and you will be redirected to the council's website to complete your application.
Resident Liaison Officer employer: Ashford Borough Council
Contact Detail:
Ashford Borough Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resident Liaison Officer
✨Tip Number 1
Familiarise yourself with the local housing landscape in Ashford and Kent. Understanding the specific challenges and needs of the community will help you engage effectively with residents and demonstrate your commitment to improving their experience.
✨Tip Number 2
Network with professionals in the housing and customer service sectors. Attend local events or join online forums to connect with others who have similar roles. This can provide valuable insights and may even lead to referrals.
✨Tip Number 3
Prepare to discuss your problem-solving skills in detail during interviews. Think of specific examples where you've successfully resolved complaints or improved services, as this will showcase your ability to handle the responsibilities of the role.
✨Tip Number 4
Demonstrate your digital proficiency by being familiar with tools and software commonly used in customer service and housing management. Highlight any experience you have with data tracking and reporting, as this is crucial for maintaining records and tracking trends.
We think you need these skills to ace Resident Liaison Officer
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and required skills for the Resident Liaison Officer position. Tailor your application to highlight your relevant experience in customer service and resident engagement.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in handling complaints, working with vulnerable individuals, and any previous roles in local authority or social housing sectors. Use specific examples to demonstrate your problem-solving abilities and communication skills.
Showcase Your Skills: Make sure to mention your digital proficiency and familiarity with GDPR regulations, as these are important for the role. Include any training or certifications that support your qualifications for the position.
Craft a Compelling Cover Letter: Write a personalised cover letter that connects your background to the job requirements. Discuss your passion for community engagement and how you can contribute to improving the Housing Repairs and Maintenance service.
How to prepare for a job interview at Ashford Borough Council
✨Showcase Your Customer Service Experience
Make sure to highlight your previous roles in customer service, especially any experience related to housing or community engagement. Be prepared to discuss specific examples where you successfully resolved complaints or improved service delivery.
✨Demonstrate Problem-Solving Skills
Prepare to share instances where you've tackled challenges effectively. The role requires strong problem-solving abilities, so think of situations where you identified issues and implemented solutions, particularly in a residential or maintenance context.
✨Communicate Clearly and Confidently
Excellent communication is key for this position. Practice articulating your thoughts clearly and confidently, especially when discussing how you would engage with residents and handle their concerns. Consider role-playing common scenarios you might face.
✨Familiarise Yourself with Relevant Regulations
Since the role involves handling sensitive information, brush up on GDPR regulations and any relevant local authority policies. Being knowledgeable about these topics will demonstrate your preparedness and commitment to compliance during the interview.
