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- Tasks: Be the friendly face for residents, managing access and communication during projects.
- Company: Join a supportive team at McConnell, focused on community and customer satisfaction.
- Benefits: Enjoy a competitive salary, company car, pension, and a positive work environment.
- Why this job: Make a real difference in residents' lives while developing your communication skills.
- Qualifications: Strong interpersonal skills and a full UK driving licence required.
- Other info: Great opportunity for career growth and community involvement.
The predicted salary is between 32000 - 34000 £ 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: £32-34,000 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 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
✨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 the Resident Liaison Officer role.
✨Tip Number 2
Practice your communication skills! As an RLO, you'll need to manage relationships and handle complaints effectively. Try role-playing scenarios with a friend or family member to build your confidence in addressing tough situations.
✨Tip Number 3
Prepare some questions to ask during your interview. This shows your interest in the role and helps you understand how you can best support residents and occupiers. Think about what challenges they might face and how you can help mitigate them.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can leave a lasting impression and reinforce your enthusiasm for the position. Plus, it’s a great way to remind them of your strong interpersonal skills.
We think you need these skills to ace Resident Liaison Officer
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 of Resident Liaison Officer.
Tailor Your Application: Make sure to tailor your application specifically for the RLO position. Highlight your interpersonal skills and any relevant experience in customer service or communication. This shows us that you understand what we're looking for!
Be Clear and Concise: Keep your application clear and to the point. We appreciate well-structured writing that gets straight to the heart of your qualifications and experiences. 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 – just follow the prompts!
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 the importance of effective communication. This will help you answer questions confidently and demonstrate your suitability for the role.
✨Showcase Your Communication Skills
Since this role heavily relies on interpersonal skills, prepare examples that highlight your ability to communicate effectively. Think of situations where you've successfully managed complaints or built relationships. Practising these scenarios will help you articulate your experiences during the interview.
✨Demonstrate Empathy and Problem-Solving
As an RLO, you'll need to be a positive ambassador for the company. Be ready to discuss how you've handled difficult situations with empathy and how you’ve worked to mitigate issues for residents. This will show that you can maintain high levels of customer satisfaction even in challenging circumstances.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the company's approach to resident communication and community initiatives. This not only shows your interest in the role but also gives you insight into whether the company aligns with your values and work style.