Resident Liaison Officer

Description

Our local government clients are recruiting a Resident Liaison Officer to provide information and support for tenants and leaseholders whose homes are affected by major works and to ensure that procedures for communicating and consulting with residents on capital projects demonstrate Best Value.

Your key responsibilities will include:

To provide information, advice, and assistance to tenants and leaseholders while major works are being carried out on their homes. Liaise with and set the standard for contractors and their RLOs (and, where appropriate, consultants) engaging with residents. Take an active role in developing, agreeing and managing the residents' consultation plan for individual projects. Agree with contractors on the resident information packs, and format and content of updates to residents, including newsletters, using a variety of media outlets. Coordinate the temporary or permanent re-housing of residents, where necessary.

Qualification – Essential

• GCSE Grade (or equivalent) in English Language and Mathematics.
• BTEC level or demonstrable ability to operate at this level.
• Must have a driving licence and access to a car, as this is required for the role.
• Previous Resident Liaison Officer experience – Essential
• Advanced –Microsoft Office, Word, Excel, Outlook, Social Media and CRM.

Qualifications, Knowledge, and Experience Requirements - Criteria to be Evaluated at the Shortlisting Stage.

• Demonstrable knowledge of the Section 20 consultation processes.
• Relevant experience of working in a partnership/multiagency setting and multi-disciplinary team.
• A general understanding of housing legislation and resident participation issues.
• General knowledge of statutory responsibility to leaseholders regarding consultation on major works.
• Experience in delivering successful consultation programmes.
• Experience in speaking clearly and concisely in front of audiences and to a vast number of stakeholders.
• Ability to effectively interview customers through active listening and negotiating skills.
• Experience working largely autonomously to manage own workload and prioritise tasks both on-site and in the office.
• Experience working with customers and championing their views and feedback.
• Ability to communicate clearly and concisely, orally and in writing, with a wide range of people, including Councillors, contractors and other agencies.
• Demonstrate the ability to be solution-focused, taking responsibility and taking action to promote excellent customer service, with a 'Can Do' attitude.
• Demonstrate the ability to work as a team towards common goals, creating a sense of team spirit.
• Highly self-motivated with the ability to plan work effectively without high levels of supervision.
• Ability to work 'on the go' using mobile technology.
• Ability to facilitate online customer engagement activities.
• Problem solving and decision making - ability to deal with potentially complex situations within a busy workload, mitigate risks to the customer and organisation, and achieve positive outcomes.
• Flexible approach with the ability to respond effectively to changing circumstances.

Essential Compliance Requirements

• 3 Years References
• Standard DBS
• a driving licence and access to a car, as this is necessary for the role.
• A pre-engagement screening is mandatory for this role. Please be prepared for this additional step in the application process.

Diamond Blaque Group, a leading provider in the public sector, is acting as an employment agency for this vacancy. Our organisation is deeply committed to fostering an environment of equal opportunity and diversity in the workplace.