Tenant Liaison Officer in London

Location: Leicestershire

Contract: Full time, permanent.

Hours of Work: 8am-5pm Mon-Thurs, 8am-4.30pm Friday

About the Company: Sustainable Building Services is a multi-award-winning retrofit decarbonisation solutions provider and principal contractor delivering at scale across all housing tenure types, including social, owner-occupied, and private rental homes. As a leader in residential decarbonisation, energy efficiency and whole-house retrofit, we are currently managing and delivering over £100m+ large-scale retrofit schemes, blending funding across mixed-tenures to maximise positive impact across communities. Our work improves the living conditions, health, comfort, and well-being of thousands of households each year to help reduce fuel poverty and address the four biggest challenges today: the cost of living, energy security, climate change, and health crises. All of this supports the UK’s progress towards meeting net-zero targets.

Overview of the Role: In your role as a Tenant Liaison Officer, you are responsible for managing the customer/resident journey whilst following the client and company engagement procedures.

Key Responsibilities:

• To provide consultation and support to residents prior to, during and after works to their homes – ensuring high levels of customer satisfaction.
• Identifying vulnerable tenants and any additional needs they might need to accommodate for them.
• Ensuring all resident data is kept safe and secure in line with the company and client GDPR policies.
• Ensuring that any problems/issues are dealt with promptly.
• Managing the customer/resident journey whilst following the client and company engagement procedures.
• To develop effective working relationships with residents, clients, sub-contractors, site-based personnel, local stakeholders, the local community, and the Customer Care department.
• Carry out choice events, consultation events and individual consultation with residents regarding future work.
• Carry out individual resident inductions to include introduction to process, scope of works, property and personal belongings condition surveys inclusive of photographs for evidence.
• Complete resident profiling and work with the site management team to implement effective working practices and discuss with the client’s customer care team where appropriate.
• Agree access arrangements with the resident and book appointments to enable the work to their home.
• Ensure relevant communication packs are set up for new contracts.
• Involvement in Social Value Returns, identifying, organising and participating in community based events.

In order to be successful in this role, you must have:

• A minimum of 1 year working in a customer facing role within the construction industry.
• A full UK driving licence.
• GCSE’s and above, or equivalent qualification.
• The ability to efficiently organise a fluctuating workload.
• Customer service skills alongside strong and effective communication skills.
• An understanding of H&S regulations and working practices relating to construction sites.

Rewards & Benefits:

• Enhanced Pension Contributions
• Employer Paid Healthcare Cash Plan
• Enhanced Maternity Pay
• Employee Assistance Programme
• Support for Continuous Professional Development

We are an equal opportunities employer, and we are committed to recruiting the best person for this post. We will ensure fair and equal opportunities for all potential and existing employees. This relates to Gender, Marital Status, Family Status, Age, Race, Sexual Orientation and Religious Belief.