Resident Liaison Officer RBKC619004

Job Summary:

Salary range: £37,575 - £41,286 per annum 
Work location: London 
Hours per week: 36  
Contract type: Temporary up to 12 months 
Vetting requirements: Enhanced DBS Check 
Closing date: 3rd November 2024 
Interview date: Week commencing 11th November 2024 

About Us:

Support our residents when work is taking place on their homes

At the Royal Borough of Kensington and Chelsea, we put local people and businesses at the heart of everything we do, working in partnership with them to provide quality services that are responsive, effective and efficient. Committed to acting with openness, honesty, compassion and humility, we aim to listen and understand in a way that is respectful, encourages involvement and meets the needs of all our communities.

The Role:

When you join our Property Services Department in this role it’ll be your task to offer information, advice and assistance to tenants and leaseholders while major works are being carried out on their homes. Working closely with contractors, consultants and Resident Liaison Officers, you’ll take an active role in the development, agreement and management of the plans for each project, agree on the content of the information packs and newsletters we send to residents, and coordinate any temporary or permanent re-housing they need. You’ll also provide assistance to leaseholders regarding their financial obligations, liaise with contractors, external agencies and council colleagues if disputes arise, and ensure that any claims submitted by residents are processed efficiently.

But your work won’t stop here – you’ll have a wide range of additional tasks, including managing any legal action we have to take, acting as a project team member in the development of capital projects, and arranging and attending meetings, presentations and exhibitions for residents. We’ll also expect you to design and carry out social surveys before the start of major projects, maintain a customer feedback and complaints procedure, and devise systems for reporting defects arising during the work and once it's complete. In addition, you’ll ensure that information on vulnerable residents or those posing a risk is communicated, take a proactive approach to identifying vulnerable residents within programmes, and make sure adequate provision is made for their long term needs.

Please refer to the Job Description for more information.

About You:

With well developed knowledge of the construction industry and site operations, and a good understanding of health and safety and current developments in housing policy and customer service, you’ll have hands-on experience of social housing or local government. You’ll have worked with tenants and leaseholders whose homes are undergoing major building works, and be capable of building positive working relationships with a diverse range of people – with this in mind you should have excellent interpersonal and communication skills, and be ready to work calmly while under pressure. 

It's important that you possess good analytical and problem solving skills, and have collaborative and conscientious team-working abilities. When it comes to IT, you should be a confident user of MS Word and Excel, and be capable of doing mail merges, communicating with residents and giving presentations. Self-motived and enthusiastic about working in a customer services environment, we’ll also expect you to propose improvements to our service, be keen to play a key role in improving the quality of housing in our borough, and have a flexible approach to your work.

Please apply online explaining how you meet the requirements set out in the person specification and job description. We reserve the right to extend or close this vacancy early without warning subject to the volume of suitable applicants.