Family Liaison Officer

Description:

Family Liaison Officer

Middle Wallop, Hampshire

Start: ASAP

Duration: Ongoing

40hours per week

£17.00PH Umbrella PAYE / £12.90PH PAYE

FLO Role

To maintain high levels of customer satisfaction our client requires that a full time, dedicated Family Liaison Officer (FLO) is assigned to every project, acting as the one-stop contact point for our families. It is vital that all our customers are duly informed and communicated with regarding all works which directly or indirectly impacts their day-to-day life, throughout the duration of the project.

Key Responsibilities

Information between the family and the construction team must be communicated in a clear, personable and understandable way.

Attending Subcontractor/ pre-start meetings to gain overview of project, scope of works and programme.

Ensuring families have ample notification of works due at their property, time scales etc including 14 day notification letter.

Ensuring any surrounding homes which may be affected by works but are not on the programme receive surrounding property notification plus map where needed.

Familiarise oneself with the working area, compound, welfare unit etc for when project commences.

Speaking with the families pre-start to determine any special requirements i.e. husband/wife on active service, holidays etc.

Communicating any relevant information back to the Subcontractor so they can adjust programme where necessary.

Liaising with our client and Subcontractor Project Manager any delays to programmed dates that may affect occupants.

Liaising with our client and Subcontractor any problem occupants that may affect programme and deal with accordingly i.e. Possible removal from programme.

Maintain a tracker using weekly updates from Project Manager/ Subcontractor.

Ensuring Subcontractor is communicating with the families sufficiently; dealing with any communication fails/errors.

Deal with any access issues that cause Subcontractor delays in work.

Build a good relationship with client and ensure everyone is kept fully updated of works, access issues, complaints etc. Attend monthly progress and provide input on feedback from families relating to issues or complaints.

Be the first point of contact, keeping manual and electronic records of all enquiries, requests and complaints. Either taking appropriate action on site or passing on to relevant person i.e., Project Manager, Subcontractor, DIO. Always follow complaint progress through until closed out.

Be familiar and confident with official complaints process and compensation procedures. If complaint or issue is not related to the project assist the families by informing them of the correct process to follow.

A post completion visit must be arranged and attended by the Liaison Officer to ensure nothing is left outstanding or unaddressed. This includes every family included within the project, as well as the surrounding homes which may have been affected by the works.

Candidates must be eligible to live and work in the UK.

In order to apply please forward your CV to Fusion People

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