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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 building strong community relationships.
- Qualifications: Experience in resident liaison or complaints handling is essential.
- Other info: Office-based role with no travel required, perfect for work-life balance.
The predicted salary is between 25000 - 31000 £ per year.
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.
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.
- 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.
- 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 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 01474 850707 for more information!
Resident Liaison Officer - Office Based 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
✨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 a 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 might even lead to a referral.
✨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
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 this will show us you understand what we're looking for.
Showcase Your Communication Skills: Since you'll be writing responses to complaints, it's crucial to demonstrate your written communication skills. Use clear, concise language in your application to reflect how you'd handle resident queries.
Highlight Relevant Experience: If you've worked with Local Authorities or Registered Housing Providers before, make that stand out! We want to see how your background aligns with our needs in social housing repairs and maintenance.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss any important updates about the process!
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 communication with residents and clients, be prepared to demonstrate your written and verbal skills. Bring examples of previous correspondence you've handled, and practice explaining how you would respond to different types of complaints.
✨Prepare for Scenario Questions
Expect to be asked about specific situations you might face as a Resident Liaison Officer. Think of examples from your past experience where you successfully resolved complaints or built relationships with clients. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready to ask. This shows your interest in the company and the role. You could ask about their approach to resident feedback or how they measure success in the complaints handling process.
