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Resident Liaison Officer

  • Location

    Wembley, London

  • Sector:


  • Job type:


  • Salary:

    £21.50 - £22.58 per hour

  • Job ref:


  • Published:

    4 months ago

  • Duration:

    8 months

  • Start date:


  • Expiry date:


Our client is seeking a Resident Liaison Officer on an initial 8 Month contract with the possibility of an extension.

Working Hours: Monday - Friday, 36 Hours

Pay Rate: £21.50 P/H PAYE

Job Purpose:

Be the face of Brent Housing Management to customer and stakeholders. Provide visible, accessible services on the ground during consultation, mobilisation, delivery, post inspection and handover of works to their property or estate.Deliver resident liaison activities including preparation of communications, arranging and attending consultation meetings, managing customer enquiries and feedback and maintaining customer and project records.

Duites and Responsibilites:

  • Provide high level customer service with emphasis on getting things right the first time, keeping promises and taking ownership for the customer demands and request. Promote self-sufficiency in our services while offering support for those that need extra help.
  • Act as first point of contact for customers and provide continuous relevant information in relation to major works programmes and consultation.
  • Facilitate consultation for preparation of strategies, contracts and policies with customers and follow up on feedback arising.
  • Facilitate consultation including pre-consultation with customers particularly focussing on leaseholder relationships on future and major works.
  • Make provision for vulnerable customers in line with housing policy in advance of works, effectively communicate with customer, contractor and relevant agencies to ensure smooth and timely progression of works and full support for customer throughout the currency of the works.
  • Visit customers regularly to ensure programme works are being carried out safely and to their satisfaction. Follow up on any issues they have comprehensively by compiling responses from a number of different stakeholders.
  • Champion local needs, priorities and concerns in seeking to ensure services meet the community's needs and aspirations. Promote and support customer engagement opportunities with customers.
  • Assist in the design and production of all customer communications, i.e., letters, newsletters, leaflets, posters, social media campaigns, website updates and any other material for customer consultation.
  • Assist in organising evening/weekend meetings for major works consultation as well as attending, assist with minute taking as and when necessary.
  • Enforce tenancy and leaseholder agreements in a timely manner to gain access and ensure regular progression of works programmes.
  • Manage the process of decanting customers when required; visiting and providing advice, making the necessary referrals and ensuring the customers move is carried out smoothly.
  • Work with partners to set, coordinate, track and ensure completion of actions with other services to get things done for customer which meet or exceed customers' expectations.
  • Deliver the premise of 'Every visit counts' by checking interests of other areas including rent collection, property services, community wellbeing and other areas of the council.
  • Take ownership and report anything people or property related (repairs, cleaning, grounds maintenance, trees etc.) while out on site. Maintaining estates is everyone's responsibility.
  • Champion local needs, priorities and concerns in seeking to ensure services meet the community's needs and aspirations. Promote and support customer engagement opportunities with customers.
  • Support the Council's channel shifting ambition, by promoting online transactions
  • Offer proactive resolution of customers' complaints and members' enquiries regarding the service ensuring all issues are remedied and a formal response is provided concluding the case within legislative framework.
  • Engage in organisational change activities and actively look for ways to improve service efficiency and develop a Continuous improvement approach in service delivery.
  • Maintain accurate customer records in all required systems both in the office and out on site including logging of customer feedback and engagement activities in real time.
  • Safeguarding is everyone's responsibility and all employees are required to act in such a way that at all times safeguards the health and well-being of children and vulnerable adults.
  • Carry out duties with due regard to the Council's Customer Care, Equal Opportunities, Information Governance, Data Protection and Health and Safety policies and procedures.
  • Undertake any other duties commensurate with the general level of responsibility of this post.

Skills and Expereince:

  • Finds creative ways of delivering results which go beyond what is expected wherever possible.
  • Ability to communicate clearly and concisely, orally and in writing with a wide range of people, including Councillors, contractors and other agencies
  • Demonstrate the ability to be solution-focus, taking responsibility and taking action to promote great customer service, with a 'Can Do' attidue.
  • Demonstrate the ability to work as a team towards common goals, creating a sense of team spirit
  • Highly self-motivated with the ability to plan work effectively without high levels of supervision
  • Ability to work 'on the go' using mobile technology
  • Ability to facilitate online customer engagement activities
  • Problem solving and decision making - ability to deal with potentially complex situations within a busy workload, mitigate risks to customer and organisation, and achieve positive outcomes.
  • Flexible approach with the ability to respond effectively to changing circumstances
  • Evidence of continuing personal development

Disclaimer: By applying for this role, you give consent for your information to be forwarded to our Client(s) and information of which may be retained within our databases