Resident Liaison Manager – AR

Job Details

The Royal Borough of Kensington and Chelsea are looking for a Resident liaison manager to join their team.

JOB PURPOSE:

• The post holder will lead on resident engagement to ensure effective planning and service delivery of major works to the value of £125 million over a period of seven years.
• Managing a team of up to four Resident Liaison Officers, and one Project Support Officer, the post holder will be responsible for ensuring that residents are at the heart of project delivery.

DESCRIPTION OF DUTIES:

• Develop and coordinate communication plans; tailored to each specific project.
• Refine and implement the resident consultation process, to ensure residents have real influence on what and how capital works are delivered.
• Design creative and innovative engagement and consultation approaches to ensure we hear from a diverse range of residents.
• Manage and distribute duties across the team to ensure an effective delivery of projects.
• Lead on resident and contractor engagement; ensure that there is a consistent approach across all capital works projects and act as senior point of liaison for the delivery of capital works projects.
• Co-ordinate and work closely with internal colleagues to ensure delivery of a joined-up approach to the capital works programmes
• Provide advice to internal colleagues on engagement and delivery.
• Promote and engage with Resident Associations
• Ensure processes & reports are in place to support the Project Managers in the delivery of the works.
• Develop & implement a residents / leasehold panel to review performance of projects and address lessons learnt.
• Devise & implement a system of capturing / monitoring and reporting on defects / customer satisfaction & complaints that arise during the delivery of capital projects.
• Manage health & safety requirements of the team (i.e., lone working & liaison with Health & Safety) and ensure that they are being adhered to.
• Manage & support team development and performance through 1-2-1’s.
• Ensure that all information systems are appropriately maintained so that colleagues have access to relevant and up to date information.
• Work collaboratively with colleagues across the organisation and the council to ensure effective service provision and achievement of corporate objectives, including contributing to business and service planning, risk management and business continuity.
• Ensure that organisational expectations in relation to complaints handling, resident engagement and equality & diversity are met.
• Undertake other duties relevant to the nature, scope and level of the role as necessary, including organising and attending evening & weekend meetings where appropriate.

QUALIFICATIONS:

Essential: 5 GCSE equivalent including English and Math

SKILLS: 

Experience and Attitude Essential:
• Knowledge of construction industry & site operations
• Knowledge of Health & Safety matters
• Knowledge of current developments in housing policy & customer service
• Experience of working with tenants & leaseholders whose homes are undergoing capital works
• Can create and maintain constructive working relationships with people at all levels, both internally and externally
• Analytical & problem-solving skills
• Previous experience of resident engagement, preferably in the housing sector
• Strong verbal and written communications skills
• Commitment to public service & giving great customer service
• Ability to work flexibly including evenings and weekends as required • IT Skills in Outlook, Word & Excel

If you are interested in this role please do reach out to me via email or telephone!

📧 amberrayment@carringtonblakerecruitment.com

☎️ 020 753 766 07