Job opportunity
Resident Liaison Officer - Lambeth and SW London
HLS McConnell Ltd
Resident Liaison Officer - Lambeth and SW London
The Resident Liaison Officer (RLO) will work with the site management team to help enable the works by arranging access, providing information, and managing relationships with the residents, occupiers, and users of the homes and buildings we are working on.
Reporting to: Site Manager/Project Manager (in some instances an RLO may also report to a Senior RLO)
Primary Responsibilities
Manage relationships with the residents and occupiers of the homes and buildings
Arrange access to enable the works
Manage communications and complaints from customers, residents, and occupiers
Help mitigate the impact of the works on the residents and occupiers as much as is reasonably possible
Be a positive ambassador for McConnell, using empathy and effective communication to achieve high levels of customer satisfaction and service excellence
Specific Responsibilities
SHEQ Responsibilities
Take personal responsibility to understand and comply with site SHEQ standards
Report any concerns for resident or occupier health and safety to the Site Manager
Ensure any risks, near misses, and incidents are reported to the Site Manager as soon as possible
It is essential to ensure the Lone Working Procedure is adhered to
General Responsibilities
Be the conduit between the Ops Team and the residents for all communications
Develop effective working relationships and communication lines with customer representatives
Ensure all customer and resident related administration and record keeping is in accordance with the quality management system (QMS)
Confidentiality in handling sensitive data and able to work within GDPR regulations.
Customer Care
Develop and implement a Resident Communication Plan (RCP)
Carry out resident visits prior to work commencing to suit the requirements of the RCP
Provide contact numbers and a pack detailing the full RLO and project process
Assess high risk & vulnerable residents and ensure the Site Manager tailors works according to the risk level
Carry out a photographic or video property condition, appliance, and protective measures survey, with the Resident before works start in the home
Establish resident’s individual requirements by carrying out an initial resident profile, documenting any points discussed and tailoring individual plans accordingly
Arrange appointments for surveys and works with the resident and site teams, ensuring letters are sent out confirming all surveys, work dates and agreed access arrangements
Where necessary, consult with resident representatives and groups, arranging meetings to communicate the programme, get feedback and discuss any other locally significant issues with Senior Resident Liaison Officer and McConnell Community Investment Team (where applicable)
Distribute high quality, easy to understand communication materials as required for residents and occupiers
Prepare monthly RLO Reports where required
Manage resident complaints in line with our complaint’s procedure through to completion, and elevate where necessary to the site team and Senior RLO
Arrange and conduct satisfaction surveys for all residents, collating responses to use feedback to improve our service, and provide aftercare packs
Support community initiatives and awareness with support from the Senior RLO and Community Investment Team (where applicable)
Essential
Good interpersonal skills
Excellent verbal and written communication skills
Driving Licence
Experienced with Microsoft Office
Desirable
Previous customer service experience
Understanding and respect for Health and Safety
Perks and Benefits
Generous annual leave, plus public holidays based on location. Extra annual leave for your birthday or an alternative celebration day. Access to an Employee Assistance Programme (EAP) Pension plan with contributions from Mauve Group (where applicable). Opportunities for professional growth via Mauve Academy – our learning portal. Annual training allowance for career development. Hybrid working environment, with home setup allowance (where applicable). Optical benefits (£155/€180 toward eye tests, glasses, and lenses). Exciting opportunities, including domestic/international travel, team meet-ups, and company-wide events.
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Apply on source site The Resident Liaison Officer (RLO) will work with the site management team to help enable the works by arranging access, providing information, and managing relationships with the residents, occupiers, and users of the homes and buildings we are working on.
Reporting to: Site Manager/Project Manager (in some instances an RLO may also report to a Senior RLO)
Primary Responsibilities
Manage relationships with the residents and occupiers of the homes and buildings
Arrange access to enable the works
Manage communications and complaints from customers, residents, and occupiers
Help mitigate the impact of the works on the residents and occupiers as much as is reasonably possible
Be a positive ambassador for McConnell, using empathy and effective communication to achieve high levels of customer satisfaction and service excellence
Specific Responsibilities
SHEQ Responsibilities
Take personal responsibility to understand and comply with site SHEQ standards
Report any concerns for resident or occupier health and safety to the Site Manager
Ensure any risks, near misses, and incidents are reported to the Site Manager as soon as possible
It is essential to ensure the Lone Working Procedure is adhered to
General Responsibilities
Be the conduit between the Ops Team and the residents for all communications
Develop effective working relationships and communication lines with customer representatives
Ensure all customer and resident related administration and record keeping is in accordance with the quality management system (QMS)
Confidentiality in handling sensitive data and able to work within GDPR regulations.
Customer Care
Develop and implement a Resident Communication Plan (RCP)
Carry out resident visits prior to work commencing to suit the requirements of the RCP
Provide contact numbers and a pack detailing the full RLO and project process
Assess high risk & vulnerable residents and ensure the Site Manager tailors works according to the risk level
Carry out a photographic or video property condition, appliance, and protective measures survey, with the Resident before works start in the home
Establish resident’s individual requirements by carrying out an initial resident profile, documenting any points discussed and tailoring individual plans accordingly
Arrange appointments for surveys and works with the resident and site teams, ensuring letters are sent out confirming all surveys, work dates and agreed access arrangements
Where necessary, consult with resident representatives and groups, arranging meetings to communicate the programme, get feedback and discuss any other locally significant issues with Senior Resident Liaison Officer and McConnell Community Investment Team (where applicable)
Distribute high quality, easy to understand communication materials as required for residents and occupiers
Prepare monthly RLO Reports where required
Manage resident complaints in line with our complaint’s procedure through to completion, and elevate where necessary to the site team and Senior RLO
Arrange and conduct satisfaction surveys for all residents, collating responses to use feedback to improve our service, and provide aftercare packs
Support community initiatives and awareness with support from the Senior RLO and Community Investment Team (where applicable)
Essential
Good interpersonal skills
Excellent verbal and written communication skills
Driving Licence
Experienced with Microsoft Office
Desirable
Previous customer service experience
Understanding and respect for Health and Safety
Perks and Benefits
Generous annual leave, plus public holidays based on location. Extra annual leave for your birthday or an alternative celebration day. Access to an Employee Assistance Programme (EAP) Pension plan with contributions from Mauve Group (where applicable). Opportunities for professional growth via Mauve Academy – our learning portal. Annual training allowance for career development. Hybrid working environment, with home setup allowance (where applicable). Optical benefits (£155/€180 toward eye tests, glasses, and lenses). Exciting opportunities, including domestic/international travel, team meet-ups, and company-wide events.
#J-18808-Ljbffr