We are seeking a Resident Liaison Officer to join our team on a permanent basis and provide a Resident Liaison service across the Capital Investment Directorate here at Southern Housing!
Here at Southern Housing, our vision is to create communities where everyone has a safe home in a place where they’re proud to live. We’re big and we’re local. Residents are at the heart of our services, and we use our size to influence positive change in the areas where we operate.
Within this role you’ll co‑ordinate resident engagement activities in a holistic way with wider teams, areas of works within the capital investment team. You will plan and organise residents support around agreed work packages and you will meet with residents from time‑to‑time to ensure they receive good quality, good value services and the team are achieving satisfactory resident outcomes.
As a Resident Liaison Officer, you will also be the central contact point for our residents and deal with complaints and analyse customer satisfaction and feedback.
You will be based at our Croydon office. For this role, you are required to travel to various sites and will need to have a full UK driving licence. You will cover a patch around the Croydon area. There will also be opportunities for you to work from home, however this will be discussed and agreed with your line manager.
What You’ll Be Doing
- To be the secondary point of contact for residents having work carried out to their home, estate or communal area attending pre‑work surveys as required.
- To organise, deliver and attend programmes of resident liaison/meetings where there is a need to consult residents on investment issues. This may involve supporting other teams or departments.
- Regularly visit site, open properties, and ensure residents are kept fully informed of what work will be taking place and when through effective communication mediums.
- Preparation and delivery of pre‑works information for residents.
- To encourage and support involvement and development of residents in new and existing working parties, forums, and focus groups. This covers all aspects of capital investment including contract, service/standard development meetings.
- Assist with health & safety spot checks.
What You’ll Need
- Previous experience of working in a Property/Asset Management function.
- Experience of facilitation of resident involvement forums and focus groups.
- Good communication and interpersonal skills with ability to build and sustain effective relationships with key stakeholders.
- Knowledge and experience of key factors and methods required to sustain, promote, and ensure effective resident involvement, and consultation.
- Experience of providing a customer‑focused, high‑quality service.
- Excellent communication skills, ability to communicate clearly and effectively both orally and in written reports.
In your supporting statement, it is important that you address how you meet each of the above criteria providing real examples.
