Job Description: Resident Liaison Officer
Location: Hybrid - Primarily based in Newport, Wales, with a mix of client offices, resident sites, and occasional attendance at our Newport office.
Reports to: Head of service delivery
Salary: £25,000 - £28,000 per annum (dependent on experience)
Hours: Monday - Friday, 40 hours per week (flexibility required for occasional evening and weekend work)
About Robert Heath Heating:
Robert Heath Heating is a leading provider of heating installation, servicing, and maintenance solutions for domestic and commercial properties. We specialize in serving the social housing sector and hold long-term contracts with Housing Associations and Local Authorities, covering over 100,000 properties across the UK.

ESSENTIAL SKILLS AND EXPERIENCE:

Excellent written and verbal communication skills, with the ability to build rapport with diverse individuals.
Strong organizational skills and the ability to manage multiple tasks efficiently.
Proven experience in an office-based role, ideally within the social housing or maintenance sector.
Experience engaging with people from various backgrounds and needs, demonstrating empathy and understanding.
Strong proficiency in Google Drive and Documents in particular the ability to use Google sheets effectively

ROLE OVERVIEW:

As a Resident Liaison Officer, you will serve as the vital link between our clients, their residents, and our company. You will split your time between our client’s offices, resident sites, and our Newport office (approximately 20% on-site/with clients and residents, 80% working from home or at the clients office). Your primary focus will be to ensure the smooth delivery of our services, heating safety inspections, and complaint handling. Building strong relationships and providing exceptional customer service will be at the heart of your role.

KEY RESPONSIBILITIES:

Act as the first point of contact for clients and customers, addressing inquiries and resolving issues related to repairs, gas safety inspections, and complaints.
Manage and monitor the compliance delivery program within the contract, proactively liaising with relevant stakeholders within the client’s organization to ensure services completed on time
Ensure compliance targets for the annual service program are met.
Take the lead in complaint handling, ensuring timely resolution and accurate record-keeping in line with company and client policies.
Assist the Service Delivery Team with day-to-day administrative tasks to ensure outstanding service delivery.
Support the production of ad-hoc and scheduled reports for clients.