Resident Liaison Officer

Full-time, Fixed term contract, Contract length: 12-18 months

This role will be site based across 4 main sites in the Borough of Kensington and Chelsea, time to be split between all.

Key Responsibilities include but are not limited to:

• To provide information and support for tenants and leaseholders whose home are affected by major works.
• Ensure that procedures for communicating and consulting with residents on all projects are followed.
• Offer information, advice and assistance to tenants and leaseholders whilst major works are being carried out to their homes.
• Liaise with and set the standard for contractors and their RLO s (and where appropriate consultants) engaging with residents.
• Take an active role in developing, agreeing and managing the residents consultation plan for individual projects.
• Agree with contractors the resident s information packs, and format and content of updates to residents, including newsletters using a variety of media outlets.
• Advise Project Managers of the likely effects of capital works on residents.
• Provide information, and assistance to leaseholders concerning their obligations to contribute to the cost of major works thorough service charge payments.
• Liaise with contractors, external agencies and Royal Borough of Kensington & Chelsea staff to secure satisfactory outcome where there are difficulties in gaining access to dwellings or where there are other disputes with residents.

• Arrange and attend meetings, presentations and exhibitions for residents. This may require working outside normal working hours and at evenings and at various locations throughout the borough.
• Design and carry out social surveys prior to the commencement of major projects.
• Establish and maintain a customer feedback/complaints procedure for each project.
• Ensure information on vulnerable residents or those posing a risk is communicated in line with policy.

Required skills:

• Experience of working in social housing, local government or customer-service environment.
• Experience of working with tenants and leaseholders whose homes are undergoing major building works.
• Knowledge of the construction industry and site operations.
• Knowledge of health and safety matters.
• Knowledge of current developments in housing policy and customer service.
• Ability to communicate effectively, both in writing and verbally.
• Can create and maintain constructive working relationship with people at all levels, both internally and externally.
• Presentation skills.

• Ability work well under pressure and to tight deadlines.
• Ability to create simple spreadsheets, and update more complex ones
• Ability to do mail merges and issue communications to residents
• Enthusiastic about working in a customer services environment.
• Readily accepts responsibility.
• Display a flexible approach to work.
• Shows initiative in proposing service improvements.
• Enthusiastic about playing a key in improving the quality of housing in the Royal Borough.
• Willingness to work outside office hours.

Please note:

Due to the clients we have, it is essential that you will go through a DBS vetting process.

They also work on behalf of the Metropolitan police, and it is essential that you have the ability to obtain MET police clearance

Salary: £30,000.00-£35,000.00 per year