Resident Liaison Officer

at  PA Housing

SO WHAT’S THE ROLE ALL ABOUT?

To act as PA Housing’s ambassador, providing a key role in consulting, liaising and supporting our customers, alongside our service providers for all major works carried out through our Stock Investment team in and around our customers’ homes. You will be a main contact for residents throughout the major works process. You will provide a pivotal role in supporting our Stock Investment team to help deliver an excellent and efficient service to all our customers and contribute in achieving resident satisfaction targets across all areas of service delivery.
This role can offer hybrid working, meaning you will be required to be in the office for around 2/3 days a week with the rest being from home, however we may need you to be in the office more within your probation, whilst you get up to speed.

SOME OF THE KEY TASKS AND RESPONSIBILITIES INCLUDE:

• Build strong links with residents providing a key role in consulting, liaising and supporting our customers, alongside our service providers for all major works carried out in and around our customers’ homes.
• Identify residents needs / special requirements e.g. mental health; cultural needs; mobility restrictions prior to major planned works.
• Identify and refer anti-social behaviour; safeguarding concerns; vulnerable residents; abuse and exploitation to the Tenancy Solutions team to enable early and appropriate intervention and action.
• To lead on community investment and resident involvement work with our partnering contractors delivering social value.
• Proactively working with safer neighbourhood teams, external agencies and other neighbourhood partners in delivering planned and major works.
• Work with the financial inclusion teams to be able to confidently signpost residents to encourage take up of training, education and employment opportunities

TO BE SUCCESSFUL IN THIS ROLE, WE’D BE LOOKING FOR THE FOLLOWING

• Educated to GCSE-level standard (grade A-C) or the ability to demonstrate suitable experience to meet the requirements of this role
• NVQ level 2 or equivalent in Customer Service
• Knowledge of managing contractors and / or suppliers
• Complaint resolution and experience of complaint management systems
• Working in customer service role or similar.