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For Companies At a Glance
- Tasks: Engage with residents, handle complaints, and ensure satisfaction in social housing.
- Company: Join a leading contractor in social housing repairs and maintenance.
- Benefits: Enjoy a competitive salary, company vehicle, and opportunities for growth.
- Why this job: Make a real impact by improving residents' experiences and building community relationships.
- Qualifications: Experience in complaints handling and working with local authorities is essential.
- Other info: Full-time, permanent position based in Hastings with travel to Kent once a week.
The predicted salary is between 24000 - 32000 £ per year.
Job Description
Resident Liaison Officer – Repairs and Maintenance in Social Housing
Based in Hastings with travel to Kent 1 day per week
Full time, permanent
£28,000 per annum + company vehicle
We are working with a leading Social Housing repairs & maintenance contractor to recruit a full time, permanent Resident Liaison Officer to join their team based in Hastings.
Duties:
- Customer Care and Dis-satisfaction response.
- Proactively responding to expressions of dis-satisfaction at the initial stage, preventing escalation wherever possible.
- Investigate, register and report all complaints in accordance with company and client procedures. Ensure all MP, Councillor enquiries and complaints are investigated and resolved efficiently and within target and advising residents and clients of their outcomes.
- Conduct home visits to meet with residents as needed or upon request, addressing their concerns and ensuring they are kept informed at all times.
- Schedule any necessary follow-up work and ensure it is completed to the resident's satisfaction.
- Building relationships and rapport with tenants and the client, keeping them informed at all times via phone, email and letter.
- Writing written response to complaints.
- Maintain the Company's complaint log and use the information to report on trends including the lessons learnt and how to improve service.
- Arrange compensation or goodwill gestures if required, all to be agreed and approved by the Customer Service Manager / Divisional Manager.
- Respond to expressions of dis-satisfaction received from residents via the text message service within agreed timescales and ensure the issues are addressed.
- Ensure resident telephone surveys are carried out and recorded, with the appropriate action taken regarding feedback. Provide a monthly report detailing the findings of the surveys and actions taken to address any issues or problems that have arisen.
Key Experience
- Experience working in a complaints handling / resident liaison officer role.
- Previous experience of working with Local Authorities or Registered Housing Providers is essential.
- Confident compiling written response to complaints via email and letter.
- Proven experience of working in a busy environment, and delivering successful outcomes within challenging deadlines is essential.
If you're interested in this role, please apply online or call for more information!
Resident Liaison Officer employer: Howells Recruitment
Contact Detail:
Howells Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resident Liaison Officer
✨Tip Number 1
Familiarise yourself with the local housing landscape in Hastings and Kent. Understanding the specific challenges and needs of residents in these areas will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Network with professionals in the social housing sector. Attend local events or join online forums to connect with others in the field, which can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare for potential interview questions by thinking about how you would handle specific resident complaints or dissatisfaction scenarios. Having clear examples ready will show your problem-solving skills and experience.
✨Tip Number 4
Research the company’s values and recent projects. Being able to discuss how your personal values align with theirs can set you apart and show your genuine interest in the role.
We think you need these skills to ace Resident Liaison Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in complaints handling and resident liaison roles. Use specific examples that demonstrate your ability to manage customer care and resolve issues effectively.
Craft a Strong Cover Letter: Write a cover letter that addresses the key responsibilities of the Resident Liaison Officer role. Emphasise your experience with local authorities and your skills in communication, particularly in writing responses to complaints.
Showcase Your Problem-Solving Skills: In your application, provide examples of how you've successfully resolved complaints or dissatisfaction in previous roles. Highlight your proactive approach and ability to prevent escalation of issues.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at Howells Recruitment
✨Know the Company and Its Values
Before your interview, take some time to research the company’s mission and values. Understanding their approach to social housing and customer care will help you align your answers with what they prioritise.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific situations, especially regarding complaints and resident interactions. Think of examples from your past experience where you successfully resolved issues or improved resident satisfaction.
✨Demonstrate Strong Communication Skills
As a Resident Liaison Officer, communication is key. Be prepared to showcase your ability to communicate effectively, both verbally and in writing. You might be asked to draft a response to a hypothetical complaint during the interview.
✨Show Your Problem-Solving Abilities
Highlight your problem-solving skills by discussing how you've dealt with challenging situations in previous roles. Be ready to explain your thought process and the steps you took to resolve issues, particularly in a busy environment.
