X2 Resident Liaison Officer - Ealing

RGIT Australia; Ealing; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Car allowance

Fuel card provided

Job summary

Durkan is seeking two experienced Resident Liaison Officers to deliver a high quality liaison service for our contracts. You will be the main on-site representative, coordinating resident consultations, managing communications, and building strong relationships with residents and stakeholders to minimise disruption.

The role requires excellent communication, empathy, and organisational skills to maintain schedules, review documentation, oversee safety reports, and support the refurbishment

Qualifications

• Experience in social housing environment.
• Experience in customer service within construction.
• Experience dealing with resident complaints.
• Experience supervising external contractors.
• Willingness to travel to various sites.

Responsibilities

• Act as Durkan's main contact for consultations, liaison and negotiations with residents and others affected by the contract.
• Organise and manage all aspects of communication and appointment bookings, notify residents of major works and provide contact details and information packs.
• Review, update and distribute resident communication documents to ensure high quality and compliance.
• Before works start, complete property condition and appliance surveys and take photographs; explain the complaint procedure.
• Collate residents' choices (where applicable) including ballots to communal areas.
• Conduct daily visits to residents during works and keep them updated on progress.
• Record day-to-day work on the tracker and coordinate with site staff to meet targets.
• Adhere to complaints procedure to resolve and close issues quickly; maintain a log in the tracker.
• Ensure health and safety of all residents and attend community events as required.
• On-site RLO duties until handover, assist with refurbishment and defect process after handover when needed.

Skills

Communication skills

Customer care

Problem solving

Empathy

Initiative

Teamwork

Organization

Job description

Driving Licence required - £400 per month car allowance and fuel card provided.

Summary

We are looking for two experienced RLOs to deliver an excellent Liaison Service that supports Durkans customers & stakeholders from start to finish delivered to a high quality, on time and exceeding expectations. To assist with the smooth running and progress of contracts throughout their life cycle, build and strengthen lasting positive relations with stakeholders to maximise satisfaction.

Overview

• To take responsibility, as Durkans main representative and contact point, for all aspects on consultations, liaison and negotiations with residents and others affected by the contract.
• To deliver an inclusive service and to treat everyone with the same courtesy and respect and take into account their individual needs and circumstances.
• To use interpersonal, organisational and communication skills to minimise disruption and inconvenience to stakeholders and resolve complaints quickly and efficiently.
• To establish an effective, inclusive communications systems and build positive working relationships between stakeholders and the Durkan project team.
• To act professionally at all times in order to promote and enhance the Durkan reputation in an open, honest and transparent manner.

Main duties

• To carry out resident profiling, identifying vulnerable residents to establish their requirements to produce individual communication plans to allow works to be tailored accordingly if required.
• To be responsible for the organisation and management of all aspects of communication and booking appointments, notifying residents of all major elements of the works and commencement dates, providing contact details and distributing RLO information packs.
• Ensuring that resident communication documents are reviewed, updated and distributed, ensuring high quality and compliance with client and project requirements.
• Prior to works starting, complete property condition and appliance surveys and take photographs when required, explain Durkans complaint procedure.
• Ensuring resident’s choices where applicable are collated including ballots to communal areas.
• To carry out daily visits residents where work is in progress, keeping residents up dated of the works.
• To record the day to day work on the tracker in individual properties and to co-ordinate with site staff to achieve project targets on time.
• Adhere to Durkans complaints procedure to manage, resolve and close all complaints as quickly as possible, keeping a log on the tracker.
• To make arrangements to ensure the health and safety of all residents.
• To attend community events and school visits.
• To collect satisfaction surveys as property handed over and ensure surveys are uploaded to Durkan storage platform Asite weekly, provide feedback to improve our service.
• The post holder will be expected to adjust their working patterns accordingly as some meetings may take place out of office hours.
• To be responsible for the RLO duties on site until handover, and if required, to continue to assist the refurbishment and defect process after handover.
• To ensure that the People Safe App for lone working is used at all times and checked daily.
• To ensure that all Safety Certificates along with Kitchen Designs, colour choices and external reports are uploaded and filed in the relevant files and folders as is the requirement of your project, this may include Share Point, Asite or the main servers, files and documentation must be properly maintained and kept up to date.
• Prepare RLO reports, attend and report in project meetings.
• To undertake all other duties which may arise from time to time which are consistent with the scope of the job.
• To be flexible and work on behalf of the refurbishment division as a whole when requested.

Qualifications & Experience

Previous experience working within a social housing environment.

Experience in a customer service role within the construction industry.

Experience dealing with resident complaints.

Experience supervising external contractors.

Experience travelling to various places of work.

Skills

Excellent communication skills – both orally and in writing.

Excellent Customer care skills.

Ability to problem solve.

Being empathetic to others needs.

Ability to work on own initiative and as part of a team.

Highly organised with good time management skills.

Company Overview

For over 50 years, Durkan has delivered exceptional construction and regeneration services to local authorities, housing associations and development partners across London and the Home Counties. Our expertise spans residential development, asset regeneration and comprehensive construction services – all underpinned by the financial stability and unwavering commitment to quality that defines our independent family business. We combine decades of construction excellence with forward-thinking regeneration solutions, creating sustainable communities through both Durkan Homes and Durkan Regen.