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Available opportunity

Apprentice Resident Liaison Officer


£18,000 – £22,000 depending on age and experience

Opportunity type


Available hours

37.5 hours per week

Closing date

Job Description

The role of the Resident Liaison Officer is a vital one. For many residents you will be the first person they meet. 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.

Starting in either August or September, the apprenticeship will be a combination of on-the-job learning, with a programme of training and development, including studying towards a Level 3 Apprenticeship in Customer Services.

Key Accountabilities

  • 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 EQUANS 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 resident before works start in the property
  • Liaise with site management staff to enable the flow of information between all parties
  • 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 EQUANS 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 SHEQ 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
  • Any other reasonable management request

Skills and abilities

  • 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
  • Grades A-C / 4-9 or equivalent in Maths and English preferred
  • Basic understanding of construction in social housing
  • Report writing

Key Attributes

  • Self starter and highly motivated
  • Socially aware and commercially aware
  • Ability to work within guidelines
  • People person (this role requires a lot of interaction with people from all walks of life and at all levels)
  • Good team member, whilst still happy to work alone