Resident Experience & Liaison Specialist

Unitedinfrastructure; England; On-site; GBP 24,000 - 30,000; Full time

Job summary

United Living is seeking an experienced Resident Liaison Officer to promote exceptional resident care and maintain clear lines of communication between residents, clients, call centres and the site team.

You will work to HSE&Q standards, attend pre-start meetings, and develop action plans from needs assessments, while ensuring effective written updates and escalation handling throughout the works.

Qualifications

• Over 2 years' experience in a customer service role, or similar.
• IT literate, particularly Microsoft Office and Excel.
• Well-developed verbal and written communication skills.
• Team player, but also comfortable working alone.
• A valid driving licence.
• Experience of Retrofit, Housing and/or Planned Maintenance - desirable.
• Some flexibility of working hours may be required (evening meetings).
• Self-Motivated, enthusiastic and calm under pressure.

Responsibilities

• Promote and deliver high standard of customer care for all residents and maintain strong communication with residents, client, call centre and the operations team.
• Learn and adhere to HSE&Q standards, processes, company policies and ensure compliance.
• Coordinate pre-start meetings with residents and carry out needs assessment and documentation.
• Develop action plans arising from needs assessments with client and site management.
• Coordinate Resident Liaison forums and maintain relationships with key groups.
• Ensure regular written communication and information to residents, including notices and scope changes.
• Resolve escalated complaints and ensure effective Complaints and Customer Care procedures.
• Work with wider team to meet contract requirements and KPIs.

Skills

Customer service

Communication skills

IT literacy

Microsoft Office

Team player

Public facing role

Tools

Excel

Microsoft Office

Job description

United Living is seeking an experienced Resident Liaison Officer to promote exceptional resident care and maintain clear lines of communication between residents, clients, call centres and the site team.

You will work to HSE&Q standards, attend pre-start meetings, and develop action plans from needs assessments, while ensuring effective written updates and escalation handling throughout the works.