Resident Liaison Officer

Description:

Role: Resident Liaison Officer (RLO)
Line Manager: Resident Liaison Manager (RLM)
Term: 18-month Fixed Term Contract
Salary: £40,000 + Benefits (including travel expenses/mileage to site)

About the client
Under the Self Remediation Contract with the Department of Levelling Up, Housing and Communities (DLUHC), my client is committed to engaging with residents affected by the Remediation Programme (RP) throughout the assessment and construction phases.

Summary:
The Remediation Programme Engagement Team ensures effective communication with all stakeholders involved in the Remediation Programme. The Resident Liaison Service supports the RLM in executing the engagement strategy to keep residents informed about the progress and outcomes of the RP. The RLO will be the consistent point of contact for the construction team, leaseholders, and residents, aiding the RLM in delivering Resident Liaison services across projects.

Key Responsibilities:

Engagement Activities:

Attend project review meetings to stay updated on programme progress and provide updates on RLO-related issues (e.g., access issues, delays, complaints).
Coordinate and attend all resident engagement meetings, forums, drop-in sessions, and public events.
Arrange access requests/appointments for both communal and private residential areas and update project trackers accordingly.Group Communication:

Draft and distribute notifications of works, newsletters, interim notices, and leaflets to inform residents about the progress of works.
Issue Needs Assessment forms to identify vulnerable residents and mitigate any impact from the works.Programme Support:

Collate project information and work with the Project Manager to advise and support stakeholders, including Freeholders, Leaseholders, Managing Agents, and Responsible Entities, through various communication channels.
Conduct precondition surveys on all impacted residential properties, ensuring surveys are accompanied by photographic evidence.
Work with all parties and the construction team to resolve objections, complaints, and customer queries.
Implement the DLUHC code of practice.
Perform any other relevant duties necessary for the project's success.Qualifications:

Educated to GCSE level or higher.
Proficient in Microsoft Word and Excel.Skills:

Proven experience in customer service and site-based engagement.
Understanding of work programs related to customer/community engagement.
Ability to understand and communicate key project information to residents and stakeholders.
Excellent verbal and written communication skills.
Ability to maintain project trackers and work well in a team.
Conscientious, self-motivated, and able to organize and manage events.
Knowledge of Procore and Smartsheet is preferable but not necessary (training provided).Experience:

Minimum of 5+ years working in an occupied residential environment.
Resident liaison experience with a developer or Local Authority.
Active role in community engagement.
Ability to develop and maintain relationships with both external and internal stakeholders at all levels.
Experience managing commercial tenants.Other Requirements:

Flexible approach to work.
Initiative in proposing service improvements.
Willingness to occasionally work outside of office hours.Application:
To apply for the Resident Liaison Officer position, please submit your CV and cover letter detailing your relevant experience and qualifications.

Thank you for your interest. We look forward to reviewing your application