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Tenant Liaison Officer

Job Description

My client is looking for someone to work closely with both customers and colleagues to facilitate an exciting regeneration programme. Key duties will include;

* Assist with site set up
* Ensure implementation of all Company Policies and Procedures.
* Develop effective working relationships with client representatives including housing department to reduce duplication and ensure consistency of information and approach keeping tenants fully informed with regard to the programme
* Assessing where high risk/vulnerable residents are present and ensuring work is tailored according to the risk level
* To prepare a report every week for the Site and Contracts Manager of events occurring affecting Tenants. This report to include: Notes of all visits to Tenants, All complaints or problems encountered and how these have been remedied, Confidential notes on problem addresses.
* Visit each resident prior to work commencing to introduce Engie and communicate the scope of works. Give residents contact numbers and a pack detailing the full RLO process
* Establish resident's individual requirements by carrying out an initial resident profile, documenting any points discussed and tailoring individual communication plans accordingly. Work with site staff to implement effective practices
* Carry out a property condition survey and appliance survey with photographs where necessary with the tenant before works start in the property
* Create and maintain plot files
* Liaise with site management staff to enable the flow of information between all parties
* Where appropriate, consult with resident representatives and groups, arranging meetings to communicate the programme, get feedback and discuss any other locally significant issues
* Arrange appointment for surveys and works
* Manage complaints in line with our complaints procedure
* Produce and distribute high quality, easy to understand communication materials as requested
* Participate in Project Management meetings as required
* Responsible for meter readings at contract and transit housing
* Work with the Community Investment Officer to deliver initiatives to the residents
* Observe site Health & Safety rules and ensure any risks are reported immediately to the site manager
* Arrange satisfaction surveys for all residents, collating responses and work with project staff to use feedback to improve our service
* Be responsible for your safety and others around you, to include public protection
* Make every effort to attend all mandatory courses related to your role
* Comply with all the roles and responsibilities as set out within the SHEQ management system
* Seek continuous improvement in resident liaison procedures

Required Skills

customer service, tenant liaison

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