At a Glance
- 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.
- Other info: Great opportunity for career growth in a supportive environment.
- 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.
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
- General Responsibilities:
- 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
- Desirable:
- 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
At McConnell, we pride ourselves on fostering a supportive and inclusive work environment where our Resident Liaison Officers can thrive. Located in Haringey, we offer competitive salaries, a comprehensive benefits package including a company pension and car allowance, and ample opportunities for professional growth and development. Our commitment to employee satisfaction is reflected in our strong emphasis on communication, teamwork, and community engagement, making us an excellent employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Resident Liaison Officer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HLS McConnell Ltd. 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 HLS McConnell Ltd 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 London
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 HLS McConnell Ltd:Your cover letter is your chance to shine! Tell us why you want to work at HLS McConnell Ltd 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 HLS McConnell Ltd!
How to prepare for a job interview at HLS McConnell Ltd
✨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.
