At a Glance
- Tasks: Support residents and manage communications during building works for a smooth experience.
- Company: Join McConnell, a company committed to customer satisfaction and community engagement.
- Benefits: Enjoy a full-time role with a company pension and opportunities for personal growth.
- Other info: Great opportunity for career development 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 are essential.
The predicted salary is between 25000 - 30000 € per year.
The Trainee Resident Liaison Officer (RLO) will work under the Resident Liaison Officer and 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.
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.
- Maintain confidentiality in handling sensitive data and be able to work within GDPR regulations.
Customer Care
- 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 elevate 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.
- Good Communication Skills.
- IT and Organisational Skills.
- Full UK Driving Licence.
- Over 21.
Desirable
- Previous customer service experience.
- Understanding and respect for Health and Safety.
Trainee Resident Liaison Officer in Redhill employer: HLS McConnell Ltd
At McConnell, we pride ourselves on fostering a supportive and inclusive work environment where Trainee Resident Liaison Officers can thrive. Our commitment to employee growth is evident through comprehensive training programmes and opportunities for career advancement, all while working in a dynamic team that values effective communication and community engagement. Located in a vibrant area, our employees enjoy a strong work-life balance, competitive benefits including a company pension, and the chance to make a meaningful impact in the lives of residents and occupiers.
StudySmarter Expert Advice🤫
We think this is how you could land Trainee Resident Liaison Officer in Redhill
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of digging on McConnell. Check out their website and social media to understand their values and how they interact with residents. This will help you tailor your responses and show that you're genuinely interested in being a positive ambassador.
✨Tip Number 2
Practice your communication skills! As a Trainee Resident Liaison Officer, you'll need to manage relationships and handle complaints. Role-play common scenarios with a friend or family member to build your confidence and ensure you can communicate effectively and empathetically during the interview.
✨Tip Number 3
Showcase your organisational skills! Bring examples of how you've managed tasks or projects in the past. Whether it's coordinating events or handling customer queries, demonstrating your ability to stay organised will impress the interviewers and show you're ready for the role.
✨Tip Number 4
Don't forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. This not only shows good manners but also reinforces your enthusiasm for the position and keeps you fresh in their minds.
We think you need these skills to ace Trainee Resident Liaison Officer in Redhill
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see who you are beyond your qualifications. Use a friendly tone and share a bit about your experiences that relate to the role.
Tailor Your Application:Make sure to customise your application for the Trainee Resident Liaison Officer position. Highlight your interpersonal skills and any relevant customer service experience. We love seeing how you connect with our job description!
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured responses that get straight to the heart of what you want to say. Avoid fluff and focus on what makes you a great fit for the role.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
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 Trainee Resident Liaison Officer. Familiarise yourself with how to manage relationships with residents and occupiers, as well as the importance of effective communication. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Interpersonal Skills
Since this role heavily relies on good interpersonal skills, think of examples from your past experiences where you've successfully managed relationships or resolved conflicts. Be ready to discuss how you can be a positive ambassador for the company and ensure high levels of customer satisfaction.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and empathy. For instance, how would you handle a complaint from a resident? Practising your responses to these types of questions will help you demonstrate your ability to mitigate the impact of works on residents effectively.
✨Dress Appropriately and Be Professional
Even if the role involves working on-site, it's important to dress smartly for the interview. This shows respect for the interviewers and the company. Also, remember to bring any necessary documents, like your driving licence, as it’s a requirement for the job.
