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Available opportunity

Resident liaison officer


£18k - £23k

Opportunity type


Available hours


Closing date

Job details

The role of the Resident Liaison Officer is to provide communication and support to the residents about the works going on in and around their homes.

Main Duties/Responsibilities:

  • Assist with site set up
  • Develop effective working relationships with client representatives to reduce duplication and ensure consistency of information and approach
  • Visit each resident prior to work commencing to introduce Keepmoat and communicate the scope of works. Give residents contact numbers and a pack detailing the full RLO process
  • Establish resident’s individual requirements by carrying out an initial resident 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 resident 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 residents
  • 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 residents, collating responses and work with project staff to use feedback to improve our service
  • Seek continuous improvement in resident liaison procedures

Skills and Abilities required:

  • 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