Resident Communication Officer - London - £18/Hr LTD

Purpose of the Job:

To support the area teams as they communicate with tenants, lessees, Contractors, Providers and staff in relation to delivery of major works schemes so as to improve customer satisfaction.

Main Responsibilities:

·Communicate effectively with residents with regard to Major Works projects that will impact on their home, their wider living environment and their quality of life.

·Identify gaps or defects in communication between contractors and residents and refer these to the on-site Constructor or Principal surveyor for action.

·Measure Customer Satisfaction against relevant KPI's.

·Carry out Customer Satisfaction Surveys and monitoring while work is in progress, at handover or immediately after works are carried out to ensure that the customer response is timely and accurate.Report problems to PrincipalSurveyor for action.

·Analyze results of Customer Satisfaction Surveys once project complete and prepare a report and commentary for the PrincipalSurveyor.

·Handle comments and complaints from residents, referring them to other CWH staff or Providers Contractors when necessary.

·Liaise with Clerk of works with regard to the quality of work being carried out.Refer any problems to the area teams for action.

·Liaise with area teams on any matter that may affect the delivery of the project.

·Work with the area teams to ensure that Contractors take timely corrective action when defects are discovered.

·Collect and distribute relevant project information.

General Responsibilities:

·Communicate effectively and work collaboratively with other staff to ensure the delivery of corporate objectives and maintain effective working relationships both internally and externally with particular attention to relationships with residents and ward councilors

·Communicate effectively and work collaboratively within the team to ensure the team deliver a customer focused service that is continuously improving.

·Comply with all Health and Safety requirements and demonstrate a continuous commitment to good safe working practices.

·Promote a culture of excellence in Customer Services.

·Comply with the Equalities Framework policy, supporting good working practice and fair opportunities for all staff, and understanding of the benefits of equality and diversity.

·Take on additional work as directed by the head of technical services or the performance surveyor.

Experience:

Must have:

·5 years' experience as Resident Communication Officer on high value, high impact construction/engineering projects where high levels of customer satisfaction must be achieved

·5 years experience of working with colleagues, Contractors and Providers to ensure that customers are aware of planned works, have been consulted and are happy with the planning and delivery of the works.

·Experience of managing and resolving conflicting priorities

·Experience of working in social housing

·Excellent communication skills (written and oral);able to communicate effectively with technical and non-technical audiences

If this position is of any interest to you please contact Susie Mitchell at Potensis.