Resident Liaison Officer

Triangle Fire Group; Leicester; On-site; GBP 28,000 - 36,000; Full time

Job summary

A construction and safety services provider is seeking an experienced Resident Liaison Officer for a temporary full-time position in Leicester. You will engage with residents during the installation of fire sprinkler systems, ensuring smooth communication and resolving complaints. The role requires strong customer service skills, organizational competence, and the ability to manage multiple tasks efficiently. If you enjoy working with people and have relevant experience, we encourage you to apply. This role is crucial in maintaining positive relationships and satisfaction during the refurbishment process.

Qualifications

• Previous work experience as a Resident Liaison Officer.
• Good working knowledge of Microsoft Office Suite.
• A current driving license is desirable.

Responsibilities

• Produce communication materials for residents.
• Visit residents to explain work scope.
• Manage resident complaints and satisfaction monitoring.
• Ensure residents receive updates on project status.
• Liaise with sub-contractors regarding improvement works.

Skills

Customer Service background

Organisational skills

Interpersonal skills

Good communication skills

Ability to work under pressure

Tools

Microsoft Office Suite

Job description

W e are looking for an experienced, Resident Liaison officer for a lived-in, student accommodation site in Leicester, where Triangle Fire Systems will be installing a fire sprinkler system.This will be a temporary contract for 3 months initially, but with the potential to be extended. This role is full time, Monday to Friday.

The role of the Resident Liaison Officer is a vital one for the company and our clients. In most cases, you will be the first person the residents meet, you will assist the Site Manager with the smooth running of the project before, during and after a fire safety refurbishment works programme, ensuring that our customers are left fully satisfied after receiving works to their homes. Maintaining positive relationships between the resident, sub-contractors, client representatives and the company are crucial.

Responsibilities

• Produce and oversee the production of appropriate communication material, e.g. letters, leaflets, newsletters, for site distribution or display, in relation to the planned refurbishment works.
• Visit residents to explain the nature, scope and likely duration of work involved within their homes. Arrange appointments/start dates and monitor access to individual properties.
• In tandem with the Site Manager, you will oversee and administrate the residents complaints procedure if required. Including ensuring that complaints are speedily resolved, monitoring of incidence levels, and overseeing corrective action to prevent future recurrence as per company procedures and advise residents of the outcomes.
• Manage and administrate resident satisfaction monitoring, and produce regular performance reports for residents and partners.
• Able to problem solve and deal with issues and complaints through to satisfactory resolution.
• Responsible for the implementation and coordination of resident consultation and communication relating to programmes of sprinkler systems.
• Give clear understanding of works to occur to the residents, making home visits to ensure residents/students are fully consulted regarding options and choices.
• Ensure residents/ students receive agreed written and verbal notification of the commencement of works. Advise and guide residents while the work is going on. Carry out follow up resident courtesy visits.
• Brief residents on safety and security issues.
• Liaise with the sub-contractors and anyone else who is involved with the improvement works in the resident’s home.
• Attend organised community events. Identify special needs or circumstances of individual residents and ensure our service is tailored accordingly. Inform the site team of any special needs for residents.
• Issue notices for access and report all defects.
• Participating in weekly site meetings and project team meetings.
• Interact sensitively with others; acknowledging their feelings and responding to their concerns.

Skills and Attributes

• Previous work experience as a Resident Liaison Officer.
• Customer Service background, people skills, organised, ability to work under pressure.
• A good working knowledge of Microsoft Office Suite.
• Will possess general office and administrative skills, and be able to collect data accurately and efficiently, and monitor the collection and accuracy of data collected by others.
• Good organisational, scheduling and planning skills.
• Produce handover paperwork and produce a GoPro video of before and after the sprinkler installation.
• Good interpersonal skills; must enjoy working with people on a personal level, and be approachable, tactful and diplomatic.
• Good communication skills; must be able to communicate very confidently both verbally and in writing.
• Ability to work on your own initiative, and as part of a team.
• A current driving license is desirable.

We are an equal opportunities employer and welcome applications from all suitably qualified individuals regardless of protected characteristics.

All applicants must have the right to work in the UK. Proof will be required prior to employment.