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- Tasks: Build strong relationships with residents and manage communications during construction projects.
- Company: Join a leading construction firm committed to community engagement.
- Benefits: Enjoy a competitive salary, company car, and pension scheme.
- Why this job: Be the voice of residents and make a positive impact in your community.
- Qualifications: Strong communication skills and a full UK driving licence required.
- Other info: Great opportunity for career growth in a supportive environment.
The predicted salary is between 36000 - 60000 £ per year.
The Resident Liaison Officer (RLO) will work with the site management team to help enable the works by arranging access, providing information, and managing relationships with the residents, occupiers, and users of the homes and buildings we are working on.
Reporting to: Site Manager/Project Manager (in some instances an RLO may also report to a Senior RLO)
Location: Haringey
Salary: Depending on experience
Working Hours: 8-5 – Monday to Friday
Primary Responsibilities:
- Manage relationships with the residents and occupiers of the homes and buildings
- Arrange access to enable the works
- Manage communications and complaints from customers, residents, and occupiers
- Help mitigate the impact of the works on the residents and occupiers as much as is reasonably possible
- Be a positive ambassador for McConnell, using empathy and effective communication to achieve high levels of customer satisfaction and service excellence
Specific Responsibilities:
- SHEQ Responsibilities:
- Take personal responsibility to understand and comply with site SHEQ standards
- Wear appropriate PPE at all times
- Report any concerns for resident or occupier health and safety to the Site Manager
- Ensure any risks, near misses, and incidents are reported to the Site Manager as soon as possible
- It is essential to ensure the Lone Working Procedure is adhered to
- Be the conduit between the Ops Team and the residents for all communications
- Develop effective working relationships and communication lines with customer representatives
- Ensure all customer and resident related administration and record keeping is in accordance with the quality management system (QMS)
- Where required, induct new RLOs
- Confidentiality in handling sensitive data and able to work within GDPR regulations
Customer Care:
- Develop and implement a Resident Communication Plan (RCP)
- Carry out resident visits prior to work commencing to suit the requirements of the RCP
- Provide contact numbers and a pack detailing the full RLO and project process
- Assess high risk & vulnerable residents and ensure the Site Manager tailors works according to the risk level
- Carry out a photographic or video property condition, appliance, and protective measures survey, with the Resident before works start in the home
- Establish resident’s individual requirements by carrying out an initial resident profile, documenting any points discussed and tailoring individual plans accordingly
- Arrange appointments for surveys and works with the resident and site teams, ensuring letters are sent out confirming all surveys, work dates and agreed access arrangements
- Where necessary, consult with resident representatives and groups, arranging meetings to communicate the programme, get feedback and discuss any other locally significant issues with Senior Resident Liaison Officer and McConnell Community Investment Team (where applicable)
- Distribute high quality, easy to understand communication materials as required for residents and occupiers
- Prepare monthly RLO Reports where required
- Manage resident complaints in line with our complaint’s procedure through to completion, and escalate where necessary to the site team and Senior RLO
- Arrange and conduct satisfaction surveys for all residents, collating responses to use feedback to improve our service, and provide aftercare packs
- Support community initiatives and awareness with support from the Senior RLO and Community Investment Team (where applicable)
Qualifications & Experience:
- Essential:
- Good interpersonal skills
- Excellent verbal and written communication skills
- Full UK Driving Licence
- Previous customer service experience
- Understanding and respect for Health and Safety
Benefits:
- Company pension
- Car Allowance / Company Car
Resident Liaison Officer in London employer: HLS McConnell Ltd
Contact Detail:
HLS McConnell Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resident Liaison Officer in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local events, and join relevant online groups. The more people you know, the better your chances of hearing about job openings before they even hit the market.
✨Tip Number 2
Prepare for interviews by researching the company and understanding their values. When you know what they stand for, you can tailor your responses to show how you fit right in. Plus, it’ll help you ask insightful questions that impress the interviewers!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to get comfortable with common questions. This will help you articulate your thoughts clearly and confidently when it’s your turn in the hot seat.
✨Tip Number 4
Don’t forget to follow up after your interviews! A simple thank-you email can go a long way in keeping you top of mind. It shows your enthusiasm for the role and gives you another chance to reiterate why you’re the best fit.
We think you need these skills to ace Resident Liaison Officer in London
Some tips for your application 🫡
Show Your Communication Skills: As a Resident Liaison Officer, you'll need to communicate effectively with residents and the site team. Make sure your application showcases your verbal and written communication skills. Use clear, concise language and provide examples of how you've successfully managed relationships in the past.
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to highlight your relevant experience and skills that match the job description. We want to see how you can specifically contribute to our team and the residents we serve.
Highlight Your Problem-Solving Abilities: In this role, you'll be handling complaints and managing resident expectations. Use your application to demonstrate your problem-solving skills. Share specific instances where you've turned a challenging situation into a positive outcome for customers or clients.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you're proactive and keen to join our team!
How to prepare for a job interview at HLS McConnell Ltd
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the responsibilities of a Resident Liaison Officer. Familiarise yourself with how to manage relationships with residents and occupiers, as well as how to handle communications and complaints effectively.
✨Showcase Your Communication Skills
Since this role heavily relies on effective communication, prepare examples that demonstrate your interpersonal skills. Think about times when you've successfully resolved conflicts or communicated complex information clearly.
✨Prepare for Scenario Questions
Expect scenario-based questions where you might need to demonstrate how you'd handle specific situations with residents. Practice responses that highlight your empathy and problem-solving abilities, as these are key traits for the position.
✨Research the Company Culture
Understanding McConnell's values and community initiatives can give you an edge. Be ready to discuss how you can contribute positively to their mission and enhance customer satisfaction, showing that you're not just a fit for the role but also for the company.
