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- Tasks: Engage with residents, handle complaints, and ensure satisfaction in social housing.
- Company: Leading social housing repairs contractor based in Stratford.
- Benefits: Competitive salary up to £31,000, full-time, permanent position.
- Why this job: Make a real difference in residents' lives while working in a supportive office environment.
- Qualifications: Experience in resident liaison or complaints handling is essential.
- Other info: No travelling required; enjoy a dynamic office-based role.
Overview: Resident Liaison Officer - Social Housing Repairs & Maintenance. Office based in Stratford - no travelling! Full time, permanent. Up to £31,000 per annum. Howells Solutions are working with a leading Social Housing repairs & maintenance contractor to recruit a full time, permanent Resident Liaison Officer / Complaints Handler to join their team based in Stratford, London.
Responsibilities:
- 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.
- Building relationships and rapport with tenants and the client, keeping them informed at all times via phone, email and letter.
- Writing written responses 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.
- Make appointments for further works, if required, and ensure these are carried out and completed to the resident's satisfaction.
- 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 resident liaison / complaints handling role.
- Previous experience of working with Local Authorities or Registered Housing Providers is essential.
- Confident compiling written responses 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 - Office based in London employer: Howells Solutions Limited
Contact Detail:
Howells Solutions Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resident Liaison Officer - Office based in London
✨Tip Number 1
Get to know the company! Research their values and recent projects. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills. As a Resident Liaison Officer, you'll need to handle complaints and build relationships. Role-play with a friend or family member to get comfortable with potential scenarios.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and even a foot in the door for the job.
✨Tip Number 4
Don't forget to follow up after interviews! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Resident Liaison Officer - Office based in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Resident Liaison Officer role. Highlight your experience in customer care and complaints handling, as well as any relevant work with local authorities or housing providers. We want to see how you fit into our team!
Show Off Your Writing Skills: Since you'll be compiling written responses to complaints, it's crucial to demonstrate your writing prowess. Keep your application clear, concise, and professional. Use proper grammar and structure to make a great first impression on us!
Be Specific About Your Experience: When detailing your past roles, focus on specific examples that showcase your ability to handle complaints and build relationships with residents. We love seeing how you've made a difference in previous positions, so don't hold back!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy and ensures your application lands right where it needs to be. Plus, we can’t wait to hear from you!
How to prepare for a job interview at Howells Solutions Limited
✨Know Your Stuff
Make sure you understand the role of a Resident Liaison Officer inside out. Familiarise yourself with common complaints in social housing and how to handle them. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since this role involves a lot of interaction with residents and clients, be prepared to demonstrate your communication skills. Think of examples where you've successfully resolved complaints or built rapport with customers. Practising these scenarios can really help you shine.
✨Prepare for Scenario Questions
Expect to face scenario-based questions during the interview. Prepare by thinking about how you would handle specific situations, like a resident expressing dissatisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! This shows your interest in the role and helps you gauge if the company is the right fit for you. Consider asking about their approach to resident feedback or how they measure success in the role.
