We are looking for an experienced Resident Liaison Officer to play a key role in maintaining effective communication between residents and the project team.

The project consists of the internal and external refrubishements of 2No.(occupied) 17 story high rise blocks. You will work alongside another RLO with the site team.

The Resident Liaison Officer will have overall responsibility and accountability for our customer satisfaction of all resident’s/clients to ensure the delivery of the project is delivered safely and efficiently to the client and the residents’ expectations.

Salary: Up to £34k + company van + fuel card or car allowance

Holidays: 25 Days + Bank Holidays

Other Benefits: Vitality Healthcare/Pension

Key Responsibilities:

• Engaging with residents and get an understanding of the needs of the community to deliver a personal service.
• Support, liaise with, and advise the site team.
• Undertake resident profiling to identify individual needs and tailor our service to meet these requirements.
• Implement our Customer Journey process to guide residents to manage expectations and maximise satisfaction.
• Identify and arrange any additional help/support required to enable Arc Group to carry out the work.
• Draft communications related to access, delays, changes in scope and addressing any issues that may arise.
• Respond to residents’ queries via email, telephone or in face to face (home visits).
• Make access arrangements to suit all parties.
• Organise and attend community events along with the Social Value Team.
• Manage complains/compliments and record all feedback.
• Lead on aftercare/handover service.
• Ensure our EDMS, Arc Projects is fully up to date with all relevant property/resident information.
• Provide a front-line service to the residents.

Skills & Abilities

• Excellent interpersonal skills and communication skills (both verbal and written)
• Excellent Organisational & Time Management Skills
• Good IT skills
• Must work well under pressure
• Must have the ability to think strategically
• Good at troubleshooting
• Can deal with difficult conversations
• Must have a Full Driving Licence

If you meet the above criteria and are looking to join a well-established business with plenty of career opportunities, please submit your CV to apply.