Tenant Liaison Officer

Vacancy

Full-time: 37hrs per week

Proposed Interview Date: Tuesday 2nd June (TBC)

Key Responsibilities

• Communicate to, support and advise our tenants throughout the full survey, install and monitoring process on upcoming works programmes relating to the Warm Homes Social Housing Fund
• Be the main point of contact for any tenant enquiries both over the phone and face to face
• Liaise with contractors and tenants to ensure that work standards are maintained
• Work alongside other teams within the Asset Management, Tenant Engagement and Lettings departments

For a full list of responsibilities please see the attached Role Profile

Educations and Qualifications

• GCSEs (or equivalent) in English and Maths (E)
• ONC in construction or relevant asset/housing experience (E)
• Housing, customer service or business administration qualification at Level 2 or Level 3, or equivalent relevant experience (D)
• Chartered Institute of Housing (CIH) qualification or willingness to work towards one (D)
• Health and safety, safeguarding or customer care training relevant to a tenant facing role (D)

Experience

• Previous experience in social housing, property services or a customer focused role (E)
• Experience of supporting tenants or customers during planned works, refurbishment, maintenance or improvement programmes (E)
• Experience of working with contractors, consultants and internal teams to coordinate service delivery and resolve issues (D)
• Experience of handling complaints, managing enquiries and responding sensitively to customer concerns (D)
• Experience of working with vulnerable tenants and promoting access, inclusion and positive customer outcomes (D)

Skills, Knowledge and Abilities

• Ability to work independently and collaboratively as part of a wider team, with minimal supervision (E)
• Strong organisational and time management skills, with the ability to prioritise workloads and meet agreed deadlines (E)
• Excellent verbal and written communication skills, with the confidence to engage effectively with tenants, contractors and colleagues (E)
• Good IT skills, including Microsoft Word, Excel, Outlook and Teams (E)
• Ability to maintain accurate records, monitor feedback and produce clear, concise reports (D)
• Understanding of customer care, safeguarding and the importance of confidentiality in a tenant facing role (D)
• Full, current and valid driving licence (E)

Personal Attributes

• High level of accuracy and attention to detail
• Professional, approachable and tenant focused manner
• Empathetic and resilient, with the ability to remain calm and constructive in challenging situations
• Committed to delivering a high standard of customer service and positive tenant outcomes

Please note this role is subject to a Basic Disclosure and Barring Service check.

Equal Opportunity Statement

As an inclusive employer, we are committed to the equal treatment of all current and prospective employees and have a zero tolerance policy relating to discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join the Saffron Community.