Resident Experience & Field Compliance Liaison

Torus Group; Saint Helens (OR); On-site; USD 35,000 - 51,000; Full time

Job summary

Torus Group seeks a professional Customer Liaison Officer (Compliance) to join its Assets team. You will work in the field with tenants, residents, contractors and Torus colleagues to support effective compliance workstreams across the property portfolio, while maintaining accurate records and assisting with case management.

You will travel across Liverpool, St Helens and Warrington, attend a weekly team day at St Helens Central office, and manage your diary to meet service priorities and

Qualifications

• Relevant customer service experience within social housing, property, maintenance or compliance.
• Strong communication and people skills with ability to manage conversations.
• Experience coordinating appointments and customer communications.
• Experience managing cases and updating business systems.
• Good IT skills including Microsoft Office and digital case management systems.
• Knowledge of housing management legislation and safeguarding responsibilities.
• Willingness to travel across Liverpool, St Helens and Warrington for work.

Responsibilities

• Provide site-based liaison with tenants, residents, contractors and stakeholders to support compliance servicing programmes.
• Assist with customer issues and access arrangements to reduce no-access events.
• Visit residents to support access for compliance visits and works.
• Keep customers informed on progress of works that affect them.
• Download and review programme reports and manage activity in allocated areas.
• Update and maintain systems with visits, communications and information.
• Progress cases per agreed processes and escalate as required.
• Work with field teams to support delivery of contractual requirements.
• Record and respond to customer enquiries promptly.
• Prepare customer letters and provide general administrative support.
• Build relationships with internal and external stakeholders based on trust.
• Travel across Liverpool, St Helens and Warrington to support delivery of compliance workstreams.

Skills

Communication skills

People skills

Coordination of appointments

Case management

IT literacy

Education

NVQ Level 2 in customer care

GCSE English and Maths

Full UK driving licence

Tools

QL housing management system

Digital case management systems

Job description

Torus Group seeks a professional Customer Liaison Officer (Compliance) to join its Assets team. You will work in the field with tenants, residents, contractors and Torus colleagues to support effective compliance workstreams across the property portfolio, while maintaining accurate records and assisting with case management.

You will travel across Liverpool, St Helens and Warrington, attend a weekly team day at St Helens Central office, and manage your diary to meet service priorities and