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Ebonnie Goss Associate Director
Job Description
Resident Liaison Officer (Ongoing Contract) - Housing Association
£29.71 per hour (Umbrella)
A leading Housing Association in London is seeking an experienced Resident Liaison Officer to join their team on an ongoing temporary assignment. This is an exciting opportunity for a customer-focused professional with a passion for supporting residents through housing projects.
Key Responsibilities:
- Act as the main point of contact for residents during planned maintenance, improvement, and refurbishment works.
- Provide regular updates, addressing any concerns or queries promptly to ensure high levels of resident satisfaction.
- Arrange and conduct home visits to discuss project impact, timelines, and support residents throughout the process.
- Coordinate with contractors and housing teams to ensure minimal disruption to residents while ensuring health and safety compliance.
- Assist vulnerable residents, ensuring their needs are met, and support is available where needed.
- Maintain accurate records of resident communication, project progress, and any actions taken.
About You:
- Proven experience in a similar Resident Liaison Officer role, ideally within social housing or property management.
- Excellent communication and interpersonal skills, with the ability to handle challenging situations with tact and diplomacy.
- Strong organisational skills, able to manage multiple tasks and prioritise effectively.
- Knowledge of housing regulations and health & safety requirements.
- A proactive approach, with a passion for delivering exceptional customer service.
This role offers a fantastic opportunity to contribute to meaningful housing projects while ensuring residents are well-supported.
SIMILAR JOBS
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Contracts Officer
MMP Consultancy are working with a fantastic organisation to recruit a Contracts Officer to join them on a Permanent basis in Kent.
Please note this position will be working 3 days from home.
Key Responsibilities:- To co-ordinate the day to day running of the contract, encompassing the planning of works and managing the performance and delivery to the required contract specification.
- Assisting the Senior Contract Manager where necessary to deliver the requirements of the Contract.
- Have a focus on safety first with all risks identified immediately escalated to the Senior Contract Manager
- Provide regular updates and support to Senior Contract Manager on contracts outcomes against programme
- Undertake regular audit of contract related information
- Collate, analyse, monitor and report on KPIs within the contractual frameworks
- Provide financial Monitoring support and analysis to Senior Contract manager
- Regular monitoring of CRM Task Management
- Monitor and report on contract management meeting actions
- Take on specific projects as required
- Support delivery teams in responding to written and phone enquires and update CRM as necessary.
- Processing works orders, completions, process for payments or inspection requests in accordance with the policies and procedures and respond to general queries relating to proposed and confirmed works
- Assist in the provision of information for the database for Stock Condition, Asbestos, Fire Risk Assessment and any other areas as required.
- Carry out other support tasks such as word processing, processing correspondence, specifications and providing general support to the Property Team.
- Manage a budget of £150K per contract and works associated with it
- Undertake any other duties to meet the requirements of the role
Requirements:
- Proven project management or contract experience
- Detailed knowledge of using a variety of JCT and partnering contracts
- Ability to communicate and influence contractors, colleagues and other stakeholders
- Proven influencing and negotiating skills to resolve problems
- Sound judgement and prioritisation skills
- Ability to work within tight deadlines, under pressure and deliver projects on time, within budget and to the required standard
- Experience of dealing effectively with customer complaints and able to demonstrate an understanding of what provides excellent customer service.
- The ability to work as part of a team, along with the ability to prioritise the workload of self and others.
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Business Insight Analyst
MMP Consultancy are looking to recruit a Business Insight Analyst on a Fixed Term basis, based in Kent.
Main Responsibilities:- Develop business Insight reporting using a wide range of existing data sets to support delivery of the annual plan and wider strategic plan
- Gather and analyse data to work with cross functional teams to identify trends and develop and investigate potential solutions including improvements to systems and process to drive business improvements.
- Use data modelling techniques to identify ways to operate more effectively
- Use customer segmentation to support decision making and model behaviours
- Analyse performance and key indicators to support end to end business improvement reviews key service areas such as repairs, arrears and compliance checks to turn insight into foresight and predict future patterns
- Analyse, model and visualise data by using programming languages to interrogate data in Power BI
- To comply with the Tenant Satisfaction Measures by taking responsibility for the quarterly surveys and analysis and provide regular updates to Executive Team
- Support delivery of the strategic plan and key programmes by analysing data where required included staff and tenant surveys
- Provide analytic reports for senior managers and board to assist effective business decision making
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RLO
MMP Consultancy are looking to recruit a Resident Liaison Officer on a permanent basis in East London.
* Proactively respond to expressions of dis- satisfaction at the initial stage, preventing escalation wherever possible.
* Investigate, register all complaints and report in accordance with company and client procedures. Ensure all MP, Councillor enquiries and complaints are investigated and resolved efficiently and within target and advising residents and clients of their outcomes
* Maintain the Company's complaint log and use the information to report on trends including the lessons learnt and how to improve our service
* Visit and meet residents in their homes, when required or requested, dealing with their needs and queries ensuring they are kept informed at all times
* Make appointments for further works, if required, and ensure these are carried out and completed to the resident's satisfaction
* Arrange compensation or goodwill gestures if required, all to be agreed and approved by the Customer Service Manager / Divisional Manager
* Respond to expressions of dis-satisfaction received from residents via the text message service within agreed timescales and ensure the issues are addressed
* Ensure resident telephone surveys are carried out and recorded, with the appropriate action taken regarding feedback. Provide a monthly report detailing the findings of the surveys and actions taken to address any issues or problems that have arisen
* Attend monthly contract meetings and supply relevant reports
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