Resident Liaison Officer - Retrofit Delivery

SNG (Sovereign Network Group)

19h • Hybrid

About The Position

At Sovereign Network Group, we are driven by our social purpose where our customers are at the heart of everything we do – more homes, better places, excellent services. We are setting the highest standards for affordable homes and great places to live. We have an opportunity for a 12 month Fixed Term Contract to join Sovereign Network Group as a Resident Liaison Officer working from either our Hurn Hub. This role will include a mix of office, home and travelling to meet with customers across our regions. The successful applicants will play a key role in supporting our retrofit programme.

Requirements

• Proven experience in a previous RLO role.
• 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
• A full driving licence and car is required.

Responsibilities

• 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.
• Promote a positive collaborative culture of Building Safety and Compliance.
• Undertake other duties, within the level of responsibility, to meet the changing needs of the organisation.

Benefits

• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• Chance to buy or sell holiday as part of our flexible benefits package
• 3 additional wellbeing days and 2 paid volunteering days
• Generous matched pension scheme up to 12% and Life cover at 4x salary
• Enhanced maternity/paternity/adoption pay
• Options for private medical insurance, dental insurance and critical illness cover
• Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees