Job description


  • Entry level
  • No Education
  • Salary to negotiate
  • Ashford


Would you relish the opportunity to deliver improvements to customers homes? Happy to travel to various locations? Would you like to work for one of Southern England’s leading housing groups? Then read on!

Who we’re looking for

As a Resident Liaison Officer, you will be able to provide a high level of customer service with excellent communication skills. You will be responsible for liaising with our customers in their homes about all aspects of the works, including customer choices and discussing specific requirements to assist the delivery. You will continue to be the first point of contact throughout the journey of the delivery of the work ensuring customer satisfaction is maintained. You are responsible in ensuring that our contractors work to our Customer Service Standards, respecting our customers homes and meeting all the requirements.

A significant part of this role will involve travelling across our South region (based at our new office in Maidstone and covering our South sites) to meet with customers and contractors. Applicable travel costs will can be expensed.

The Resident Liaison Officer will also be required to attend Southern Housing Group offices for training and meetings as well as to liaise with other Southern Housing Group staff. Your input will be required at regular internal meetings to help develop the role and provide excellent service to our residents.

This role will mainly deal with cyclical redecoration works and associated work. You will be required to communicate and collect data between Southern Housing Group and the residents in the homes you work with. You will need to send information by post and manually onsite to residents to let them know about planned work. You will need to deal enquiries and complaints from residents in an efficient and friendly way. You will need to be accountable but collecting customer feedback and contributing to KPI information.

The role will involve liasing with contractors to work in partnership to give maximum opportunity for the residents to be represented and consulted on the work.
The applicant should be computer literate, proficient in Outlook, Word and Excel and should be able to look up information using our internal systems effectively.

Customer satisfaction is key to the success of this role!

What we’ll offer you
• A salary of circa £22,000 p.a.
• Great holidays - 23 days, plus public holidays. We also close between Christmas and New Year, so you get another 3 days bonus!
• The ability to buy extra leave and discount cards
• Flexible working
• Employee referral scheme
• A great pension scheme
• Cash claim-back on medical treatments
• Travel to work loan
• Discounted rates on a cycle scheme, personal medical plans, life assurance, give as you earn, critical illness and travel insurance

Southern Housing Group is one of the largest housing associations in Southern England and has a well-established reputation as a successful business with social objectives. We provide housing of all different types of customers who live in our almost 30,000 properties. With more than 900 colleagues, we’re an organisation that’s going places.

We offer a high level of service to a variety of tenures including rented, leaseholders and sheltered accommodation.

Please include a supporting statement explaining how your skills and experience meet the criteria of the job description and person specification.

Closing Date: Monday 29th July 2019

- Administrative
- Customer Service
- Housing
- Maintenance

  • customer service
  • excel
  • word