At a Glance
- Tasks: Be the go-to person for residents during exciting home improvement projects.
- Company: Join bpha, a leading Housing Association dedicated to community and quality living.
- Benefits: Enjoy a competitive salary, company van, and a supportive work environment.
- Other info: Dynamic team culture that values your input and encourages personal growth.
- Why this job: Make a real difference in people's lives while growing your career.
- Qualifications: 2+ years in customer-focused roles with strong communication skills.
The predicted salary is between 33216 - 33216 £ per year.
Resident Liaison Officer
Location: Bedford (Hybrid) Salary: £33,216 and company van Department: In-House Maintenance Service (IHMS) Reporting to: Planned Works Manager
We are looking for a customer-focused and proactive Resident Liaison Officer to join our Planned Works team.
This is a key role acting as the primary point of contact for residents throughout planned improvement works, including kitchen and bathroom replacement programmes.
You'll work closely with customers, designers, operatives, contractors and internal teams to ensure works are delivered efficiently whilst providing an outstanding customer experience.
Why Join Us?
This is more than just a scheduling role - it's your chance to be a key player in a team that values your input and supports your growth.
You'll help shape a service that puts people first, every time.
Key Responsibilities
- Act as the main point of contact for residents before, during and after planned works.
- Build positive relationships with customers, ensuring they are informed, supported and engaged throughout the programme.
- Coordinate access arrangements and help ensure works are completed within agreed timescales.
- Support the scheduling and coordination of planned maintenance activities to maximise productivity and minimise disruption.
- Work closely with kitchen designers, surveyors, site teams and contractors to deliver customer-focused solutions.
- Record and manage customer choices relating to kitchen and bathroom installations.
- Attend customer visits, accompanied surveys and work-in-progress inspections where required.
- Investigate and resolve customer queries, concerns and complaints, ensuring positive outcomes. Monitor progress of works and proactively communicate any changes or delays.
- Support continuous improvement initiatives and contribute ideas to enhance service delivery.
- Ensure compliance with health and safety, GDPR and company policies and procedures.
Essential Experience & Skills
- Minimum of 2 years' experience in logistical planning, scheduling or a similar customer-focused coordination role.
- Strong organisational and time management skills.
- Ability to take ownership of issues and see them through to resolution.
- Excellent communication and relationship-building skills.
- Proactive, adaptable and solutions-focused approach.
- Strong IT skills, including Microsoft Office 365 and planning or scheduling systems.
- Experience working within demanding environments with competing priorities and tight deadlines.
- Demonstrable commitment to delivering excellent customer service.
- Ability to work collaboratively across teams whilst also managing your own workload.
Desirable
- Experience working within the housing, social housing or property maintenance sector.
- Previous experience supporting planned maintenance, kitchen or bathroom replacement programmes.
- Experience using CAD systems or working alongside design teams.
Our values
We take responsibility
We do what we say and are accountable for our actions.
We show empathy
We respect and listen to every colleague and customer.
We are better together
We value diversity and achieve more as one team.
We are ambitious
We strive for excellence and make a positive difference.
Please note that bpha reserves the right to close applications early upon identification of a suitable candidate so early applications are encouraged.
About bpha bpha is a leading Housing Association in the Oxford to Cambridge arc, providing high-quality, affordable homes and services.
We own or manage over 19,500 properties and reinvest all income into improving homes, building new ones, and supporting communities.
Our vision is to build places where people can live happily in homes they can afford, guided by values that shape everything we do.
Benefits
We believe that benefits should be more than just perks.
For us, they aren't simply little extras added on at the end, they're fundamental parts of what we stand for, from the very beginning.
As standard.
That's why at bpha, we reward our employees by making sure we give them a supportive and caring environment, that empowers them to be happy, healthy and inspired, every day.
Our full benefits offering can be found here: https://www. bpha. org. uk/about-us/bpha-colleague-benefits/139/
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Resident Liaison Officer in Bedford employer: CIH International Housing Group
Porchlight is an exceptional employer dedicated to making a meaningful impact in the lives of vulnerable individuals in North Kent. With a strong commitment to employee well-being, we offer generous annual leave, a supportive pension scheme, and access to mental health resources, all within a collaborative and inclusive work culture. Our focus on professional development ensures that our staff have ample opportunities for growth while working in a hands-on role that truly makes a difference in the community.
Contact Details:
CIH International Housing Group Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Resident Liaison Officer in Bedford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CIH International Housing Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CIH International Housing Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Resident Liaison Officer in Bedford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CIH International Housing Group:Your cover letter is your chance to shine! Tell us why you want to work at CIH International Housing Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CIH International Housing Group!
How to prepare for a job interview at CIH International Housing Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
