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- Tasks: Support residents during maintenance works with clear communication and exceptional service.
- Company: Join a dynamic team focused on enhancing resident experiences.
- Benefits: Full training, ongoing support, and clear career progression opportunities.
- Why this job: Make a real difference in residents' lives while developing your skills.
- Qualifications: Strong customer care background and excellent communication skills.
- Other info: Friendly environment with opportunities to learn and grow.
The predicted salary is between 28800 - 43200 £ per year.
We are seeking a proactive and customer-focused Resident Liaison Officer (RLO) to support residents throughout planned maintenance and improvement works. The RLO will ensure clear communication, minimal disruption, and exceptional customer service as we work to maintain and enhance residents' homes.
The RLO will collaborate closely with clients, project teams, operatives, and subcontractors, delivering timely and accurate information to residents both verbally and in writing. This role is central to promoting a positive resident experience and upholding our customer service standards.
Key Responsibilities- Maintain confidentiality of all resident information in line with GDPR requirements.
- Understand the programme, scope of works, and planned activities.
- Schedule appointments with residents and manage booking/non-access schedules via our process management system.
- Issue weekly reports to site and contract management teams.
- Prepare and distribute all resident communications (letters, newsletters, booklets) using clear, positive, and engaging language.
- Champion high-quality resident service delivery and monitor performance to ensure a positive impact on residents.
- Handle tenant enquiries promptly and liaise with delivery teams to provide updates on work changes, cancellations, and progress.
- Adapt communication and working practices to meet the needs of diverse clients and residents.
- Attend all training courses identified by your Line Manager to support professional development.
- Understand the Consumer Standards set by the Social Housing Regulator and support clients in meeting their obligations.
- While visiting properties, conduct additional checks and discreetly report concerns related to condition or decency (e.g., damp, mould) to the client organisation.
- Record Resident Satisfaction Scoring (RSS) for all work instructions in the required format.
- Listen to resident concerns and record all interactions on the process management system (EasyBOP), escalating significant issues to your Line Manager.
- Attend mandatory training such as Dementia Friends and Safeguarding, reporting any welfare or vulnerability concerns appropriately.
- Work collaboratively with clients, contractors, internal teams, and stakeholders to deliver a consistent customer-focused service.
- Act as an ambassador for the team, engaging staff, listening to their insights, and involving them in decisions to improve service delivery.
- Communicate effectively to ensure alignment and understanding across all parties.
- Participate in regular project review meetings to discuss aftercare progress, challenges, and resident feedback.
- Strong customer care background, ideally within a fast-paced environment.
- Highly IT literate with good working knowledge of MS Office and job management systems.
- Understanding of occupied refurbishment and resident engagement processes.
- Previous experience in an RLO or similar resident-facing role.
- Excellent communication and interpersonal skills; polite, professional, and courteous at all times.
- Strong organisational abilities with a proactive approach and excellent attention to detail.
- Flexible and professional manner, with a positive "can-do" attitude.
- Team-oriented with a solutions-focused mindset.
- Empathy and understanding towards residents' needs and concerns.
- Full training and ongoing support.
- Opportunities to learn systems management, compliance, and business operations.
- Friendly and supportive working environment.
- Clear career progression within the company.
Resident Liaison Officer in Slough employer: GNA Group
Contact Detail:
GNA Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resident Liaison Officer in Slough
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see how they interact with residents and what values they promote. This will help you tailor your responses and show that you're a great fit for their team.
✨Tip Number 2
Practice your communication skills! As a Resident Liaison Officer, you'll need to convey information clearly and positively. Try role-playing with a friend or family member to get comfortable with discussing potential scenarios you might face on the job.
✨Tip Number 3
Be ready to showcase your problem-solving skills during the interview. Think of examples from your past experiences where you successfully handled resident concerns or improved service delivery. This will demonstrate your proactive approach and customer-focused mindset.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Resident Liaison Officer in Slough
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Resident Liaison Officer role. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Show Off Your Communication Skills: Since this role is all about clear communication, don’t shy away from showcasing your writing skills. Use engaging language in your application to demonstrate how you can connect with residents and keep them informed. Remember, we’re looking for someone who can make a positive impact!
Be Proactive in Your Approach: We love candidates who take initiative! In your application, mention any experiences where you’ve gone above and beyond to support customers or resolve issues. This will show us that you have the proactive mindset we value in a Resident Liaison Officer.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at GNA Group
✨Know Your Stuff
Before the interview, make sure you understand the role of a Resident Liaison Officer inside out. Familiarise yourself with the key responsibilities and how they relate to customer service. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
As an RLO, communication is key. Prepare examples of how you've effectively communicated with residents or clients in the past. Think about times when you had to adapt your communication style to meet diverse needs, as this will demonstrate your flexibility and understanding.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and customer care approach. Practice responding to situations like handling tenant enquiries or managing disruptions during maintenance works. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Emphasise Your Team Spirit
Collaboration is crucial in this role, so be prepared to discuss how you've worked with teams in the past. Highlight any experiences where you acted as an ambassador for your team or contributed to improving service delivery. This will show that you’re not just a lone wolf but a team player.
