Resident Liaison Officer - Retrofit Delivery

We have an opportunity to join Sovereign Network Group as a Resident Liaison Officer working from our Hurn office. This role will include a mix of office, home and travelling to meet with customers across our regions. This is a fast paced customer facing role.

To be successful you will need:

• Solid experience within a busy customer focused role, ideally within the housing sector
• Some understanding of building maintenance terminology
• An understanding of retrofit and the impact on people living in their homes.
• The ability to manage your own workload.
• Strong communication skills
• Driving licence and access to vehicle

Key Accountabilities:

• Deliver the right outcome for our customer in a safe and timely way.
• Support our customers through our Homes and Place retrofit programme.
• Act as the main point of contact for the customer throughout the process, listening and understanding their needs and concerns, whilst keeping the Homes and Place Programme Lead updated with progress and any challenges faced.
• Ensure all information provided to customers is clear and consistent, to avoid any confusion or misunderstanding and to minimise any concerns they may have.
• Review and regularly maintain the customer engagement plan to ensure all information is accurate and up to date.
• Attend site meetings, events, appointments with customers, contractors or stakeholders as required.
• Work collaboratively with stakeholders to explore opportunities to transform our services and customer experience.
• Identify and escalate risks, issues, and dependencies as appropriate and propose solutions to resolve.
• Provide support enabling the team to produce regular briefing notes and reports.

A full driving licence and car is required. The successful applicants will play a key role in supporting our retrofit programme.