Resident Liaison Officer

Job introduction

Are you a team player who enjoys the challenge of working in a busy environment?  Do you value a job which gives you job satisfaction from helping people with their housing problems?  Do you enjoy writing?

If so, here is an exciting opportunity to join our Housing Investment & Asset Management Team.  We are a small team who work closely with the council’s surveyors, responsive repairs team, gas contractors and other teams, to deliver excellent customer service to our residents and elected councillors, ensuring the customer experience is both positive and effective as well as the job being interesting and varied.

For further information please contact Tracy Lewis, Customer Service Manager, 01273 293517 or email tracy.lewis@brighton-hove.gov.uk

About the role

As a Resident Liaison Officer, you will help the Customer Services Manager to provide services to our customers with the support of other stakeholders/departments/teams/colleagues

Collectively as part of the team, you will be responsible for the investigation and resolution of complaints and enquires from residents, elected councillors and colleagues, for example, finding out why a repair took longer than expected and giving the customer an update of why there was a delay and when the repair will be carried out.

You will be responsible for developing and applying existing systems to monitor and carry out leaseholder consultation, and to assist in ensuring compliance in all regards with the service charge, consultation requirements and regulations.  

This role involves the use of Microsoft Office and in-house computer systems and requires you to be able to monitor and analyse data for your team to ensure adherence to statutory deadlines.

You will have experience of working in a busy office environment with the ability to prioritise your workload around the demands of the service and strict deadlines.

Previous experience would be great but is not essential. If you have the skills above, we will provide training and support for the technical and legislative aspects of the role.

We want you to feel supported and valued so we offer benefits such as:

• Working within a very supportive team
• Flexible working hours
• Excellent training opportunities such as Excel training, customer care, dealing with complaints as well as comprehensive on job training
• Information about our values and the benefits of working at the council, visit Why work for us (brighton-hove.gov.uk)

• Working in a fair and inclusive work place.  To find out about our commitment to being a fair and inclusive place to work where everyone can achieve their potential by reading about our fair and inclusive actions, our anti-racism strategy and the work we are doing to encourage a diverse workforce (brighton-hove.gov.uk).

Please read our Apply for a job at the council pages carefully. They give you all the guidance you need to complete your application as well as information on what will happen after you’ve submitted your application and at interview.

As part of your application, you will need to upload your CV and answers to some shortlisting questions. Your answers to the shortlisting questions are the most important part of your application as it will be used in the shortlisting process to assess whether you meet the essential requirements for the role that are set out in the person specification and to decide whether you should be offered an interview. Before you start your application, please read our guidance here (CV guidance (brighton-hove.gov.uk) and  (Shortlisting guidance (brighton-hove.gov.uk) as this gives important advice which will increase your chance of success in the shortlisting process.

Additional information

Your starting salary will be pro rata if the above position is less than 37 hours or term-time only.

We are a workplace that supports flexibility and employee wellbeing in the way we work whilst providing the best service for our customers. Team and service working arrangements are designed to support both employee work life balance and team collaboration. These would be part of your individual working arrangements alongside any personal preference agreed with your manager in advance of joining. Your contractual location will be the designated council office for your team and travel to and from your contractual location would be at your own expense.

For more information about our values and the benefits of working at the council, visit Why work for us

 

Company information

Our city is known and loved for its diversity. Not only is the mixture of people, culture and skills vital to the economic and social development of the city, it's what makes Brighton & Hove such a great place to live, work and visit. We are committed to developing and retaining a workforce that is representative of the diverse communities we serve so we welcome applications from individuals from all backgrounds. In order to achieve our aims of proportionate representation, we particularly encourage applicants from a BME or White Other background as well as those who identify as disabled, male or trans.

Find out more about our commitment to being a fair and inclusive place to work where everyone can achieve their potential by reading about our fair and inclusive actions, our anti-racism strategy and the work we are doing to encourage a diverse workforce (brighton-hove.gov.uk).