Resident Liaison Officer

Kensington and Chelsea, London (Greater)
£31,434 - £34,986 per annum
30 Sep 2020
13 Oct 2020
Job role
Contract Type
Full time

About Us:

This department is responsible for housing, communities and improving the lives of local residents.  This includes landlord services and estate management, planning, refurbishment, and advice and support to help maintain healthy and safe homes.

A significant part of our work is focused on creating stronger communities, by working together with local residents on recovery following the Grenfell tragedy.  

In response to London’s affordable homes crisis, we are committed to building more social housing to help people on lower incomes to live, work, and raise their families in the borough. Our housing team also work closely with affordable housing providers and other agencies to manage homelessness and give support to older residents to live independently.

The Role:

Following the re-organisation of the Housing Management Property Services Team we are entering a period of change for us and the Social Housing sector. RBKC was granted a budget of £267m in order to carry out works via our Capital Delivery Programme over a 7-year period.

In joining the busy Capital Delivery Team as Resident Liaison Officer, you will play a vital role as a project team member, in the development of various capital projects.

You will liaise with contractors, external agencies and Royal Borough of Kensington & Chelsea staff to secure satisfactory outcomes where there are difficulties in gaining access to dwellings or where there are other disputes with residents.

Manage communications with residents by offering information, advice and assistance to tenants and leaseholders whilst major works are being carried out to their homes.

For more information on the role, please see the Job Description

About You:

At RBKC, our residents are at the heart of all we do, and this role would entail working alongside various colleagues and teams in order to assist in the delivery of the Council’s Housing Capital Programme.

You’ll have excellent communication skills, both in writing and verbally. You will have the ability to plan you own work in a logical way and also be able to work well under pressure and to tight deadlines.

You will be a team player, with a passion for great Customer Service, and enthusiastic about playing a key in improving the quality of Housing in the Royal Borough of Kensington & Chelsea.

Role Requirements:

  • Take an active role in developing, agreeing and managing the residents’ consultation plan for individual projects.
  • Arrange and attend meetings, presentations and exhibitions for residents. This will require working outside normal working hours and at evenings and at various locations throughout the borough.
  • Liaise with and set the standard for contractors and their RLO’s (and where appropriate consultants) engaging with residents.
  • Agree with contractors the resident’s information packs, and format and content of updates to residents, including newsletters using a variety of media outlets.
  • Design and carry out social surveys prior to the commencement of major projects.
  • Establish and maintain a customer feedback/complaints procedure for each project.

We work in partnership with Hampshire County Council (HCC) who deliver many transactional services on our behalf. Although most communications will be from HCC, all selection and appointment decisions will be made by RBKC. Certain services are shared across more than one Council area to nearby neighbouring Authorities. This enhances delivery and reduces costs. Your recruitment information will advise if your remit extends beyond RBKC.

We will primarily contact candidates by e-mail throughout the recruitment process, please monitor your email junk / spam folder as our system generated emails may be allocated to these folders by your email settings.

We engage our staff with a variety of learning types including face-to-face and virtual learning because we want to ensure our staff understand our values and behaviours, grow their skills and develop their careers.

Additional information

RBKC is currently inclusively reviewing its pay, reward and benefits framework.

This post is covered by the Fluency Duty, as outlined in the Code of Practice on the English language requirements for public sector workers.

We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community.

We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.