Resident Liaison Officer

JOB DESCRIPTION

Our business
• Established in 1922 and incorporated in 1940, Chas Berger Limited is a Main Contractor providing a complete building service to companies and organisations throughout London and the South East of England
• From general building works for public and private clients, refurbishment and building contracts in excess of £1m through to multi million-pound framework agreements, Chas Berger Limited prides itself on its reputation for good quality service and excellent customer support

Role overview
• Working as part of a team on the company’s Planned Maintenance Social Housing and Refurbishment projects
• Promote the company ethos of working in an open, honest and transparent manner at all times • Responsible for ensuring that work is delivered safely, on time, within budget and to the agreed quality whilst exceeding client expectations, minimising risk and maximising opportunity for Chas Berger and its clients
• To understand, implement and adhere to the company SHEQ (Safety, Health, Environmental & Quality) ethos and ensure all employees and subcontractors do the same, being responsible for ensuring that SHEQ requirements are upheld to the highest of standards at all times Working hours
• 8am to 5pm, Monday to Friday, with one hour for lunch
• 25 days’ annual leave excluding public holidays

MAIN DUTIES

SHEQ
• Ensure that company SHEQ policy and strategy is followed by all and highlight any concerns immediately to the Site Manager
• Liaise with line management, the Management Team and SHEQ Manager to ensure that SHEQ initiatives are implemented successfully
• Support, promote and develop an open, honest and transparent SHEQ culture at all levels • Support and assist the Site Manager as required in compliance with SHEQ requirements, including but not limited to having a clear understanding of the Construction Phase Plan and engaging fully with all company SHEQ initiatives
• Assist the Site Manager with maintaining good order within site office and compound environment in accordance with both the company and legislative requirements, ensuring that all entering the office and compound do the same
• Assist the Site Manager with gathering any information required for handover packs and H&S Files • Gather resident feedback as required during the course of the work

Resident engagement
• Daily management of all resident engagement, liaison and communication on the project(s) • Leading on the development, review, updating and distribution of all resident communication documentation/material, ensuring high quality and compliance with client/project requirements • Leadership on all resident issues, queries and/or complaints ensuring non-adversarial resolution is achieved
• Under the guidance of the Site Manager, provide a structured approach to resident liaison taking into full consideration health and safety, execution methods and quality
• Ensure that all systems in place to ensure works are completed in accordance with the company’s values and client’s requirements, reporting any exceptions to the Site Manager

Page 1 of 3

JD RLO V01 Thursday 16th August 2018
• Develop effective working relationships with client representatives to reduce duplication and ensure consistency of information and approach keeping residents fully informed with regards to the programme
• Assessing where high risk/vulnerable/at risk residents are present and ensuring that the team tailors works according to the associated risk level, ensuring that any Safeguarding issues are reported to the Site Manager
• To report to the Site Manager as regards any events/issues, current or potential, which may affect our service
• Visit each resident prior to work commencing to introduce the company and communicate the scope of works, providing residents with contact numbers and a pack detailing the full RLO process • Establish residents’ individual requirements by carrying out an initial resident profile, documenting any points discussed and tailoring individual communication plans accordingly
• Work with site staff to implement effective practices in terms of service delivery, communication and resident engagement
• Carry out a property condition survey and appliance survey with photographs where necessary with the resident before works start in the property
• Where appropriate, consult with resident representatives and groups, arranging meetings to communicate the programme, get feedback and discuss any other locally significant issues • Manage complaints in line with our complaints procedure
• Attend community events as required, in or out of hours, including but not limited to presentations to resident groups, visits to schools etc
• Arrange satisfaction surveys for all residents, collating responses and work with project staff to use feedback to improve our service
• Recognise and encourage excellent performance amongst your colleagues and our supply chain • Monitor and inspect works daily/continuously to ensure that service quality benchmarks are being adhered to, key performance indicators are met and target timescales achieved, reporting any exceptions to the Site Manager

Reporting
• Report to the Site Manager
• Provide honest, open and transparent reporting to line management, the Management Team and Directors as requested, at all times and in a consistent manner/format
• Attendance, preparation and reporting as required for all meetings in relation to the project • Ensure that the required level and quality of information flows in a timely manner to the management team and client team

Planning & Programming
• Be familiar with any project KPIs and ensure that daily site activities support and underpin strong KPI results, highlighting any exceptions or issues accordingly and immediately
• Liaise with our supply chain, Site Manager and residents to ensure that daily attendance schedules are clearly communicated between all parties, including any changes thereto
• Keep residents fully aware of any programme changes
• Assist as required with booking and arranging access to residents’ homes

Client Liaison
• Liaison with the client and contract administrator on both a formal and informal basis • Ensure high client satisfaction is being achieved and constantly look to improve our client relationship

SKILLS & KNOWLEDGE
• Excellent people skills
• Confident oral and written communication skills
• Communicate in a timely and effective manner with all those who have a stake in the work
• Effectively manage time in order to meet deadlines
• Previous experience within resident liaison
• Must have planned maintenance experience within the social housing sector