Resident Liaison Officer

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Job Title: Resident Liaison Officer
Contract Type: Permanent
Salary: £34,238.41 per annum
Working Hours: full time 35 hours per week
Working Pattern: Monday to Friday- Hybrid
Location: Arlington, London

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don\’tmeet all the essential criteria on the job description.

The difference you will make as aResident Liaison Officer

As a Resident Liaison Officer (RLO) you will play a crucial role in the Major Works Team, acting as the primary point of contact between residents and the property services department during the execution of major works projects. The RLO ensures effective communication, addresses resident concerns, and facilitates smooth project delivery with minimal disruption to residents. This role requires strong interpersonal skills, a proactive approach, and a commitment to customer satisfaction.

About you

We are looking for someone with

• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook).
• Ability to work independently and as part of a team..

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Applications may close before the deadline, so please apply early to avoid disappointment.

Role Profile

1. Resident Communication:

• Serve as the main contact for residents, providing clear and consistent communication regarding major works projects.
• Distribute project information, schedules, and updates through various channels (., newsletters, meetings, emails).
• Address resident queries, concerns, and complaints promptly and professionally.
• Lead on any decant requirements as a result of Major Works.

2. Resident Engagement:

• Organise and conduct resident meetings, drop-in sessions, and one-on-one consultations to discuss project plans, timelines, and impacts.
• Gather and relay resident feedback to the project team to ensure their needs and concerns are considered.
• Build and maintain positive relationships with residents to foster trust and cooperation.

3. Project Coordination:

• Collaborate with the Major Works Delivery Manager and project team to understand project scope, schedule, and potential resident impacts.
• Assist in planning and implementing strategies to minimise disruption to residents during major works.
• Monitor project progress and communicate any changes or delays to residents in a timely manner.

4. Documentation and Reporting:

• Maintain accurate records of resident interactions, concerns, and resolutions.
• Prepare regular reports on resident engagement activities, issues raised, and actions taken.
• Ensure all communication materials are clear, accurate, and up-to-date.

5. Support Services:

• Provide support and guidance to residents regarding temporary relocations, alternative accommodation, and other logistical arrangements as needed.
• Coordinate with support services to address specific resident needs, such as accessibility requirements or special assistance.
• Ensure residents are informed about safety procedures and emergency contacts during the project.

6. Quality Assurance:

• Conduct regular site visits to engage with residents and address any on-site concerns.
• Monitor resident satisfaction and work with the project team to resolve any issues impacting the resident experience.
• Ensure that all interactions with residents comply with organisational policies and relevant regulations.

Person specification

Knowledge, Skills and Experience

• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook).
• Ability to work independently and as part of a team.
• Strong organisational and time management skills.
• Knowledge: Understanding of construction and property management processes, as well as relevant health and safety regulations, is beneficial.

Qualifications and Experience

• Education: diploma or equivalent. Additional qualifications in customer service, communications, or a related field are advantageous.
• Experience: Minimum of 3-5 years of experience in a customer-facing role, preferably within the property services, construction, or housing sectors.

Personal Attributes

• Empathetic and patient with a genuine concern for resident well-being.
• Proactive and solution-oriented mindset.
• Strong attention to detail and commitment to excellence.
• High level of integrity and professionalism.
• Ability to handle sensitive situations with tact and discretion.

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