Tenant Liaison Officer

We are seeking x3 proactive and customer-focused Tenant Liaison Officer to join our team. In this role, you will be the key point of contact for customers throughout all stages of planned improvement works. You will coordinate closely with Project Coordinators, contractors, and internal teams to ensure a high-quality service is delivered. You will also liaise with Housing and Neighbourhood Management teams, Residents Associations, Board Members, and Councillors, ensuring clear communication and engagement throughout the planning and delivery of improvement schemes. This role plays a vital part in promoting schemes, monitoring their progress, and ensuring that any issues or defects are promptly addressed and resolved.

We are one of the largest housing associations in the North of England, managing over 38,000 homes across the North of England. We are a non-profit organisation, meaning any money we make is invested back into the company for the benefit of our residents and local communities. As an organisation we are committed to having a Diverse and Inclusive workforce. We would therefore welcome applications from candidates with any of the nine protected characteristics. We are also proud to be a Disability Confident employer.

Requirements

Outline of key responsibilities for the Tenant Liaison Officer...

• Inform the customers on all aspects of planned improvement works including the timescales involved, contractor details, the disturbance that is to be expected, the preparation required by the customer, the dangers and risks that may be expected (as far as can be foreseen) and the projected final outcome.

• Collate/gather colour choices for customers (where applicable) Also ensuring that sufficient copies of plans/designs and manufacturers literature/samples and exhibits are available.

• Undertake home visits to assist with the consultation process.

• Prepare display boards, publicity material etc; run an event or presentation during the consultation stages of schemes in conjunction with other staff as necessary (this may involve evening/weekend work).

• To consult with customers in their homes and to advise them about the choices of materials available for components and finishes, to give them advice on heating costs, insulation, security, functionality etc, and to give them the opportunity to help them make their own decisions from the range of options available.

• Work with the Project Coordinators and contractors on the programme/running order of the scheme. Ensure that the Project Coordinators/contractors receive the customers' choices and documentation in good time.

• To consult with customers and arrange alternative respite accommodation for those who cannot remain in their homes during planned improvement works. This particularly includes making arrangements for older, vulnerable and disabled customers and may include liaising with relatives, care workers, occupational therapist and other agencies.

• Monitor the performance of contractors and report any issues to the team by carrying out regular site visit.

• To attend meetings with staff, contractors and customers to contribute to the effective delivery of the improvement programme and to highlight and recommend appropriate action.

• To deal with customers enquiries over the telephone, face to face and in writing - and seek to resolve any disputes that may arise during the works. Refer problems that cannot be resolved to the team as necessary.

We are looking for someone who has...

• A full UK driving license and access to a vehicle
• Literacy skills sufficient to complete reports and correspond with customers and colleagues in writing via letter or e-mail.
• Numeracy skills sufficient to calculate disturbance allowances and issue the correct payment of vouchers
• The ability to keep accurate records and data, in an organised and accessible manner e.g. on the central computer system.
• Ability to use effective communication techniques to identify with others and build positive working relationships, to ensure effective service delivery.
• Verbal communication skills sufficient to liaise with staff, contractors and customers over the telephone, face to face, individually and on a group basis, with the ability to adapt own style to suit the needs of the audience.
• An understanding of equality and diversity and a commitment to following company procedure in respect of this.

Benefits

In return, we are offering the successful candidate in the Tenant Liaison Officer role...

• Starting salary of £28,457
• Annual pay scale increase
• 27 days holiday (rising to 32 over 5 years' service) + bank holidays
• A flexible working environment, with a range of family friendly policies

• You will be working 37 hours per week Monday-Friday
• Hybrid Role

• Working arrangements are flexible in line with our Smart Working culture so that we deliver an excellent and accessible service for customers.
• Wide range of technical, professional, and personal development training opportunities
• Attractive pension scheme
• Health and wellbeing benefits including access to GPs
• A range of financial and lifestyle benefits including cycle to work, vehicle leasing and financial advice
• We have a range of staff support networks, including menopause, culturally diverse, LGBTQ+ and disability.
• To view the full range of our award winning benefits click on the Employee Benefits Link

THG reserves the right to close this vacancy early if sufficient numbers of applicants are received.? Therefore, please apply without delay!

Please ensure you fully answer the questions on the application form.

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