Due to our continued growth, we are delighted to confirm that we are currently seeking an experienced Resident Liaison Officer to join Fortem, based in Rotherham with travel across the surrounding area.
The Resident Liaison Officer will work on a full-time basis aiming to deliver and improve the level of customer and client satisfaction across the business, through engaging tenants and offering support to the Site Manager in their duties. This role supports the delivery of a capital works programme for our client, the Guinness Partnership, responsible for enhancements to properties, including bathrooms, kitchens, roofs, and electrical works.
The Project
Key duties and responsibilities: Work closely and liaise with the clients’ resident officer(s). Work and liaise with the site manager for the contract. Ensure the clients’ resident officer(s) and site manager are aware of any customer issues and update and coordinate responses accordingly. Notify customers of intended start dates for the work and update them accordingly. Record and notify both the clients’ resident officer(s) and the site manager of every resident who refuses any element of the work, including access. Deal with any resident issues and enquiries on a day-to-day basis, recording all complaints. Monitor emails from clients and action as required. The Resident Liaison Officer will not be responsible for gaining access to properties; they will communicate with customers, but the responsibility for access remains with the client. Complete a diary on every visit to every property, including:
Resident comments. Tidiness of the property. What stage the work is at.
Essential and Desirable Criteria
Essential Criteria: • Excellent communication and interpersonal skills • Previous experience in a customer-facing environment • Ability to deal with sensitive situations • Resilience and strong negotiation skills • Keen problem-solving ability • Full driving licence • Organised and able to prioritise • Proficiency in Microsoft Office • SSS, CSCS Desirable: • Previous social housing experience • Awareness of diversity issues • SMSTS, Scaffold Inspection Personal Qualities
At Fortem, we look for a balance of skills and experience, but just as important to us are your values and behaviours. We are looking for people to join our team aligned to our values which are: honest and trustworthy. You will be able to: • Recognise your own strengths and limitations, play to your strengths, and use strategies to minimise the impact of your limitations. • Reflect regularly on your own experiences and performance, and constantly seek to improve. • Model behaviour that shows respect, helpfulness, and cooperation. • Respond positively and with resilience to setbacks. • Recognise people’s needs and motivations and acknowledge the feelings and views of all parties. • Recognise when there are conflicts, acknowledge the feelings and views of all parties, and redirect people's energy towards a common goal. • Make best use of available resources and seek new sources of support when necessary. • State your own position and views clearly and confidently in conflict situations. • Share, and encourage others to share, information and knowledge. • Recognise the importance of relationships and build these across the organisation. • Understand and address stakeholders' needs. • Identify your customers’ needs and expectations and strive to deliver them.
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Key duties and responsibilities: Work closely and liaise with the clients’ resident officer(s). Work and liaise with the site manager for the contract. Ensure the clients’ resident officer(s) and site manager are aware of any customer issues and update and coordinate responses accordingly. Notify customers of intended start dates for the work and update them accordingly. Record and notify both the clients’ resident officer(s) and the site manager of every resident who refuses any element of the work, including access. Deal with any resident issues and enquiries on a day-to-day basis, recording all complaints. Monitor emails from clients and action as required. The Resident Liaison Officer will not be responsible for gaining access to properties; they will communicate with customers, but the responsibility for access remains with the client. Complete a diary on every visit to every property, including:
Resident comments. Tidiness of the property. What stage the work is at.
Essential and Desirable Criteria
Essential Criteria: • Excellent communication and interpersonal skills • Previous experience in a customer-facing environment • Ability to deal with sensitive situations • Resilience and strong negotiation skills • Keen problem-solving ability • Full driving licence • Organised and able to prioritise • Proficiency in Microsoft Office • SSS, CSCS Desirable: • Previous social housing experience • Awareness of diversity issues • SMSTS, Scaffold Inspection Personal Qualities
At Fortem, we look for a balance of skills and experience, but just as important to us are your values and behaviours. We are looking for people to join our team aligned to our values which are: honest and trustworthy. You will be able to: • Recognise your own strengths and limitations, play to your strengths, and use strategies to minimise the impact of your limitations. • Reflect regularly on your own experiences and performance, and constantly seek to improve. • Model behaviour that shows respect, helpfulness, and cooperation. • Respond positively and with resilience to setbacks. • Recognise people’s needs and motivations and acknowledge the feelings and views of all parties. • Recognise when there are conflicts, acknowledge the feelings and views of all parties, and redirect people's energy towards a common goal. • Make best use of available resources and seek new sources of support when necessary. • State your own position and views clearly and confidently in conflict situations. • Share, and encourage others to share, information and knowledge. • Recognise the importance of relationships and build these across the organisation. • Understand and address stakeholders' needs. • Identify your customers’ needs and expectations and strive to deliver them.
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