Resident Liaison Officer (Retrofit)

We have a brand new, exciting opportunity to join our team as a Resident Liaison Officer (Retrofit)! After a successful bid to receive SHDF funding for Wave 3 – we’re looking to expand our delivery team to manage our sustainability delivery workstreams. We’ve secured funding for the next 3 years as well as proactively allocating budget to deliver further energy efficiency works via ECO4 and alternative funding streams.

Working within our Sustainability and Delivery Team, you will be the main point of contact for our resident’s to ensure they’re proactively communicated with through the process of works being completed on their home. You will also be required to visit resident’s whilst works are ongoing in their home.

We own and manage c.7,500 homes in the east of England, working closely with other agencies and stakeholders within our communities. We build on the good foundations we have in place in being a customer-centric organisation, investing in our existing homes - including our zero-carbon journey - as well as building new homes.

We’ve also concluded a review of how we work in the future, with options around home and office flexible working, as well as a generous annual leave allowance and other benefits.

Outline of Key Responsibilities...

• Acting as the main point of contact for residents, prioritising their needs and addressing concerns throughout the site works
• Clear, proactive communication and meticulous planning will ensure scheduled access to residents' homes, building trust and delivering a seamless, customer-centric experience during the works
• Attend regular client representative and tenant meetings to ensure highest level of customer service is provided at all times
• Maintain a structured complaints procedure and resolve resident’s concerns proactively
• Support the Contract Managers in ensuring works are raised, completed and paid within the relevant timeframes
• Support the Contract Managers with completion certification and sign offs to ensure all documents are received and uploaded to Asset Management system

We are looking for someone who has...

• A background in customer service with the ability to deal with challenging situations
• Strong communication and stakeholder management skills
• Ability to analyse and process data
• Experience of implementing processes, procedures and change
• Experience of arranging bulk communication, events and meetings
• Driving licence and access to your own vehicle

In return, we are offering...

• An annual salary of £28,513.00 plus a car allowance of £1,545 per annum
• We are committed to providing a healthy work-life balance for employees and their families, as such we operate full hybrid working conditions from home and our office in Bury St Edmunds
• Flexible working around a 37 hour week
• Annual Leave - 28 days per year, (plus bank holidays) increasing to 32 days when you reach your 3rd year with us. To give greater flexibility around your holidays you can also buy, sell or carry over up to 5 days of annual leave each year
• Pension – between 7% - 12% dependant on individual contribution
• Life assurance - a payment of X3 your salary.
• Annual Flu Jab - provided each winter to all employees.
• Electric Vehicle salary sacrifice scheme - plus we currently have free electric charging points
• Competitive medical cashback plan

"At Havebury we operate a no closing date policy and evaluate candidates upon application. Therefore please apply without delay."

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a Basic Criminal Disclosure, which will be carried out when a conditional offer is made.

Please ensure you fully answer the questions on the application form.