Resident Liaison Officer - Fire Safety Team

Resident Liaison Officer - Fire Safety Team in Capital Works.

The post holders will liaise with stakeholders across the service to maintain the highest standard of service for our residents.

The post holders will work closely with the Project Managers in the Capital Works team to ensure that residents are supported during the delivery of the works to their homes.

Key Duties/Accountabilities:

This exciting and cross-cutting role is pivotal in ensuring that our teams are represented in neighbourhoods and that key internal and external stakeholder groups have a direct access point to our teams.

The post holder will manage their own workload, and be responsible for analysing any trends, troubleshooting issues that arise, working closely with other teams across the council, but especially within Housing and the Supporting Communities directorate, to resolve, improve and prevent issues from escalating.

Regular neighbourhood presence, including meeting with Project Managers, Neighbourhood Housing Officers, Caretakers, residents, elected members and other stakeholders.

Monitor and evaluate the needs of our residents and provide data and information to the management team highlighting those needs and identifying any trends to help continually improve the service.

Work flexibly and creatively to prevent casework escalating to formal complaints.

To support Project Managers and Neighbourhood Housing Officers to resolve issues for residents at the earliest opportunity, troubleshooting issues to best meet the varying needs of our residents.

To develop and maintain an environment of continual learning, by identifying root cause patterns in barriers and obstacles to the work; outside of existing processes and procedures and address these collaboratively and creatively with colleagues and senior officers.

You will have experience in resident liaison or customer service in a social housing setting. With excellent customer facing skills and an ability to communicate with a range of stakeholder groups.

The post holder will be working in a fast-paced environment and will be required to manage their own time to effectively support their work.