Tenant Liaison Officer

Recruiter
CHANGE RESOURCING
Location
Birmingham
Salary
£9.00 per hour
Posted
05 Oct 2017
Closes
16 Nov 2017
Sector
General
Contract Type
Full Time

Main Purpose of the role

The role of the Tenant Liaison Officer is a vital one.For many tenants you will be the first person they meet from Keepmoat.Through your words, action and commitment to giving good service, an impression of the company will be formed in the minds of our customers that will directly reflect on our good name.

Main Duties / Accountability

·Assist with site set up

·Develop effective working relationships with client representatives to reduce duplication and ensure consistency of information and approach

·Visit each tenant prior to work commencing to introduce Keepmoat and communicate the scope of works.Give tenants contact numbers and a pack detailing the full RLO process

·Establish tenant’s individual requirements by carrying out an initial tenant profile, documenting any points discussed and tailoring individual communication plans accordingly.Work with site staff to implement effective practices

·Carry out a property condition survey and appliance survey with photographs where necessary with the tenant before works start in the property

·Create and maintain plot files

·Liaise with site management staff to enable the flow of information between all parties

·Initiate ID system on site for all operatives and staff

·Where appropriate, consult with tenant representatives and groups, arranging meetings to communicate the programme, get feedback and discuss any other locally significant issues

·Arrange appointment for surveys and works

·Ensure all RLO procedures and paperwork is administered in line with Keepmoat policies and procedures

·Manage complaints in line with our complaints procedure

·Produce and distribute high quality, easy to understand communication materials as requested

·Participate in Project Management meetings as required

·Work with the Community Investment Officer to deliver initiatives to the tenants

·Observe site Health & Safety rules and ensure any risks are reported immediately to the site manager

·Along with SHE advisors, community investment officers, conduct presentations in local schools and youth projects

·Ensure the 'Key Safe’ procedure is adhered to in line with company policy

·Arrange satisfaction surveys for all tenants, collating responses and work with project staff to use feedback to improve our service

·Seek continuous improvement in tenant liaison procedures

·Any other reasonable management request

Keepmoat’s Values

Straightforward, collaborative, creative and passionate.

Essential

Experience

·Previous experience within a customer service based role

·Previous tenant liaison experience within the construction / social housing sector

·Report writing

Skills / Knowledge

·Basic understanding of construction in social housing

·First rate communication skills

·Good at developing relationships

·Ability to work remotely as well as part of a team

·Able to work to deadlines

·Computer literate in MS office