At a Glance
- Tasks: Be the go-to person for residents during exciting retrofit projects.
- Company: Join a supportive team dedicated to improving social housing.
- Benefits: Car allowance, training opportunities, and a collaborative work environment.
- Other info: Embrace a diverse workplace that values all backgrounds and experiences.
- Why this job: Make a real difference in residents' lives while enhancing your career.
- Qualifications: Strong communication skills and a passion for customer service.
Location: Dartford, Kent
We have an exciting opportunity for a Resident Liaison Officer (RLO) to join our growing team delivering planned retrofit works within social housing properties. Working closely with residents, site teams and client representatives, you'll play a vital role in ensuring projects are delivered with residents at the heart of everything we do.
This is an excellent opportunity for an experienced RLO or customer-focused professional who enjoys building relationships, resolving issues and supporting communities through improvement works. Experience within social housing is highly desirable, and a full UK driving licence is essential due to travel requirements across sites.
Key Responsibilities
- Act as the main point of contact for residents throughout retrofit improvement works.
- Build and maintain positive relationships with tenants, leaseholders and client representatives.
- Provide clear communication regarding planned works, schedules, access requirements and project updates.
- Arrange appointments and coordinate property access for surveys and construction activities.
- Support vulnerable residents and ensure individual needs are understood and catered for.
- Manage resident enquiries, concerns and complaints professionally and efficiently.
- Attend resident meetings, community events and stakeholder briefings.
- Work closely with Project Managers, Site Managers and Surveyors to ensure a seamless customer journey.
- Maintain accurate records of resident engagement, communications and project updates.
- Monitor customer satisfaction and identify opportunities for continuous improvement.
About You
We're looking for someone who is passionate about customer service and making a positive difference to residents' experiences.
Essential
- Full UK Driving Licence and willingness to travel between sites
- Excellent communication and interpersonal skills
- Strong customer service background
- Ability to handle difficult conversations with empathy and professionalism
- Good organisational and administrative skills
- Competent IT skills including Microsoft Office
- Ability to work independently whilst managing multiple priorities
Desirable
- Previous experience as a Resident Liaison Officer, Tenant Liaison Officer or Customer Liaison Officer
- Experience working within social housing, planned maintenance or retrofit projects
- Understanding of the challenges associated with occupied residential properties
- Experience managing complaints and resident engagement initiatives
What We Offer
- Car allowance
- Opportunities for training and career development
- Supportive and collaborative team environment
- Chance to play a key role in delivering energy-efficient, sustainable homes for residents
Given the nature of this position, you will need to undergo a Basic Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant's criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks.
Our Commitments
WPS is proud to be an employer where anyone can thrive, and we welcome applications from candidates of all backgrounds. We encourage you to apply even if you don't meet every requirement, as we value transferable skills and assess all applications fairly.
We don't discriminate based on a criminal record; all applications are reviewed on an individual basis against the requirements of the role. Some roles may require additional checks, due to the nature of the work. As a Disability Confident Leader, we offer an interview to applicants with a disability who meet the minimum criteria for the role and opt in to the Disability Confident scheme. Reasonable adjustments are available,
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Resident Liaison Officer in Dartford employer: WPS
WPS is an exceptional employer that values its employees by fostering a supportive and collaborative work culture, particularly within the Planned Works Division. Based in Oldham, we offer our Document Controllers not only competitive benefits but also opportunities for professional growth through exposure to diverse social housing projects across the North West. Our commitment to employee development and a focus on meaningful work makes WPS a rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Resident Liaison Officer in Dartford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at WPS. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like WPS before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Resident Liaison Officer in Dartford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to WPS:Your cover letter is your chance to shine! Tell us why you want to work at WPS specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at WPS!
How to prepare for a job interview at WPS
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
