Ealing Council have an exciting new opportunity as Resident Liaison Officer available on a Permanent full-time basis. At Ealing Council, we are committed to ensuring every family has a decent living income and can afford a genuinely affordable home. We strive to create communities where everyone can live a long, happy, and healthy life, full of pride and identity. We aim to create an environment where every child can reach their potential and achieve their dreams.
The Resident Liaison Officer role:
The Resident Liaison Officer is a vital member of the project team, responsible for supporting residents through disruptive building projects. This role involves frequent travel to various sites, carrying equipment for meetings, and working in both indoor and outdoor environments, sometimes under adverse conditions. The officer will interact regularly with residents, contractors, and internal teams to manage and resolve concerns, ensuring effective communication and a smooth project experience for all parties involved
As the Resident Liaison Officer you will:
- Plan and organise appropriate consultation activities with residents before works
commence in their block or on their estate, in particular the statutory consultations with leaseholders.
- Invite residents to meetings with the project team including the contractor.
- Communicate with the contractor where there are vulnerable residents. To identify vulnerable residents from the profile of residents and provide extra support through the building process.
- Ensure that residents are invited to make choices where this is appropriate and to record those choices accurately.
- Be the first point of contact for residents who wish to register concerns about the contractor’s personnel or quality of works.
- Keep a register of Members’ enquiries / residents’ issues and respond to enquiries within the required response time.
- Assist with answering complaints and to liaise with others to ensure that they are answered within the prescribed time.
- Conduct resident satisfaction surveys once the works have been done and to collate the results in reports to management.
- Conduct ballots of residents where requests are made for Door Entry Systems.
- Liaise with Repairs staff regarding enquiries for residents regarding maintenance problems to remedy the issues.
- Raise and manage work on the Ealing ICT systems Maintain the Asset Management Golden Thread by uploading project information and certifications on the Ealing ICT systems.
Our ideal Resident Liaison Officer will have the below skills and experience:
- Experience of frontline contact with residents or customers.
- An understanding of the impact of building works on residents in a home.
- A great team player with positive attitude to work well with colleagues.
- A commitment to excellent outcomes for our residents.
- An awareness of reasonable expectations of home quality.
- An awareness of health & safety and how to work with and support vulnerable residents.
- Ability to keep calm under pressure.
- Ability to record and pass on messages with attention to accuracy.
- Able to keep to deadlines and prioritise work.
- Strong written, verbal communication and ICT skills, able to write professional letters and present consultation documents.
Ealing Council is committed to creating good jobs and delivering on its connected communities’ agenda. We are committed to equality of opportunity, to being fair and inclusive.
We therefore welcome applications from all residents of the borough, we particularly welcome applications from candidates who are entering the employment market in the early stages of their career and mid-career professionals, who are currently underrepresented in Ealing’s workforce.
Please note all applications will be determined on merit.
This post is subject to Ealing’s enhanced vetting process.
