Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Support residents during major housing works, providing advice and coordinating communication.
- Company: Join a team transforming Lancaster West into a modern estate for the 21st century.
- Benefits: Enjoy a competitive salary of £26.14 an hour and opportunities for professional growth.
- Why this job: Make a real impact in the community while developing your skills in a supportive environment.
- Qualifications: No specific qualifications required; just a passion for helping others and strong communication skills.
- Other info: Flexible working hours, including evenings and weekends, to engage with residents effectively.
The predicted salary is between 50000 - 70000 £ per year.
- Full time
- £26.14 an hour
JOB PURPOSE:
- To provide a seamless and proactive resident liaison advice function, delivering a range of front-line housing services as we transform Lancaster West into a model estate for the 21st century through a multi-million-pound refurbishment co-designed with residents, and ensure Grenfell Housing Services delivers the best housing management service to survivors and bereaved.
- To provide information and support for tenants and leaseholders whose home are affected by major works and to ensure that procedures for communicating and consulting with residents on capital projects demonstrate best value.
- To support the refurbishment team and delivery of multi-channel services including face-toface, telephone, and email, ensuring pace, empathy and proactive customers updates are provided across a full range of refurbishment services
- To ensure effective administration required, working effectively with the wider Lancaster West Neighbourhood Team and Grenfell Housing Services, ensuring council policies, performance standards and customer satisfaction requirements are met.
DESCRIPTION OF DUTIES:
The postholder will be responsible to the Resident Liaison Manager on specific matters relating to their projects. The postholder will undertake the following specific duties:
1. Offer information, advice and assistance to tenants and leaseholders whilst major works are being carried out to their homes.
2. Liaise with and set the standard for contractors and their RLO’s (and where appropriate consultants) engaging with residents.
3. Agree with contractors the resident’s information packs, and format and contentof updates to residents, including newsletters using a variety of media outlets.
4. Coordinate the temporary or permanent re-housing of residents, where necessary.
5. Advise Project Managers of the likely effects of capital works on residents.
6. Provide information, and assistance to leaseholders concerning their obligations to contribute to the cost of major works thorough service charge payments.
7. Liaise with contractors, external agencies, and Royal Borough of Kensington & Chelsea staff to secure satisfactory outcome where there are difficulties in gaining access to dwellings or where there are other disputes with residents.
8. Ensure that insurance claims and other claims submitted by residents are processed efficiently.
9. Advise Project Managers of any issues which may affect the project.
10. Arrange and attend meetings, presentations, and exhibitions for residents. This will require working outside normal working hours, evenings and weekends, and at various locations throughout the borough.
11. Design and carry out social surveys prior to the commencement of major projects.
12. Establish and maintain a customer feedback/complaints procedure for each project.
13. Ensure information on vulnerable residents or those posing a risk is communicated in line with policy.
14. Ensure proactive approach to identify vulnerable residents within programs, and where appropriate ensure adequate provision made for their needs long term.
15. Devise and maintain systems for reporting defects arising during the work or afterwards.
16. Review regularly the procedures for consulting and communicating with residents and suggest improvements.
17. Any other relevant and appropriate duties as may be required for the delivery of the capital investment program.
18. Undertake resident satisfaction surveys following the completion of capital projects, including a full analysis of the results
19. Responsible for managing the front-line email, face-to-face and telephone service used by all residents.
20 . Acknowledge, respond, and coordinate emails, cases and tasks received toindividual officers, ensuring quick and high-quality responses are provided to residents
21. Support the Resident Liaison Manager with complaint investigations, and to ensure that complaint cases are updated on CRM and relevant reporting is shared with colleagues.
22. To manage all platforms of communication such as WhatsApp, Mailbox, text messages etc. and ensure all correspondence is uploaded on to CRM.
23. Championing pilot projects alongside colleagues from other departments to improve the services we deliver to our residents.
24. Support the Grenfell Housing Services, Neighborhood Management, Community Development and Property Services in a full range of project support tasksas and when necessary.
25. Develop and maintain appropriate administrative and support systems. Assist with the delivery of project work as and when required.
26. Assist with record keeping of meetings. This may include some evening meetings as directed by the Customer Experience Manager
27. Provide a caring and professional customer experience at point of contact at all times.
28. To continuously think of and explore innovative ways of gathering feedback from residents to improve satisfaction and the quality of service.
If you think this job role is for you, please send your CV to rebeccabentum@carringtonblakerecruitment.com
#J-18808-Ljbffr
5273441 – Resident Liaison Officer (Housing) employer: Carrington Blake Recruitment
Contact Detail:
Carrington Blake Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 5273441 – Resident Liaison Officer (Housing)
✨Tip Number 1
Familiarise yourself with the specific housing policies and procedures of Grenfell Housing Services. Understanding their approach to resident liaison will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Network with current or former employees in similar roles. They can provide insights into the day-to-day responsibilities and expectations, which can be invaluable when preparing for your interview.
✨Tip Number 3
Prepare examples of how you've successfully communicated with residents or clients in previous roles. Highlighting your experience in managing difficult situations will show that you're equipped for this position.
✨Tip Number 4
Stay updated on current issues affecting housing and community services in the area. Being knowledgeable about local challenges will allow you to engage more effectively with residents and demonstrate your commitment to the role.
We think you need these skills to ace 5273441 – Resident Liaison Officer (Housing)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in resident liaison or housing services. Use specific examples that demonstrate your ability to communicate effectively with residents and manage projects.
Craft a Strong Cover Letter: Write a cover letter that addresses the key responsibilities of the Resident Liaison Officer role. Emphasise your proactive approach, empathy, and any experience you have in managing communications during major works.
Showcase Your Communication Skills: In your application, provide examples of how you've successfully communicated with diverse groups. Mention any experience with multi-channel communication methods, such as face-to-face, email, or social media.
Highlight Problem-Solving Abilities: Demonstrate your problem-solving skills by including instances where you've resolved conflicts or facilitated discussions between residents and contractors. This will show your capability to handle challenges effectively.
How to prepare for a job interview at Carrington Blake Recruitment
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of a Resident Liaison Officer. Be prepared to discuss how your skills and experiences align with the specific duties mentioned, such as providing information and support to tenants during major works.
✨Show Empathy and Communication Skills
Since this role involves liaising with residents, it's crucial to demonstrate your ability to communicate effectively and empathetically. Prepare examples from your past experiences where you've successfully managed resident concerns or provided support in challenging situations.
✨Familiarise Yourself with Local Issues
Research the Lancaster West area and any recent developments or challenges faced by the community. Being knowledgeable about local issues will show your commitment to the role and help you engage more meaningfully during the interview.
✨Prepare Questions for the Interviewers
Think of insightful questions to ask the interviewers about the team dynamics, ongoing projects, or how success is measured in this role. This not only shows your interest but also helps you gauge if the position is the right fit for you.
