Resident Liaison Officer

EQUANS are recruiting for a Resident Liaison Officer to be based in Manchester. This is a fixed term (3 years) full time contact working 39 hours per week. On offer is a competitive salary and benefits package.

General Overview

To deliver exemplary customer care and communication throughout the delivery of a project. To be the main point of contact between the resident, site team and relevant client stakeholders.

To assist in the smooth running of contracts by delivering a consistent service across the region.

To understand, implement and adhere to the company H&S policies.

Key Accountabilities

• Effectively communicate with residents in line with the Resident Engagement Strategy using the agreed communication templates.
• Complete all Pre-Entry induction visits for the properties listed within the programme.
• Be aware of the Lone Worker policy and the associated Risk Register for each project.
• Identify any potential Safeguarding concerns and raise via the appropriate reporting lines.
• Prepare and maintain each week a monitor tracker for the project.
• Keep all residents fully informed regarding the programme of works regarding their home.
• Regularly visit residents to maintain communication and answer and / or resolve any issues or problems that may arise or have already arisen.
• Immediately inform the Site Manager of any issues or problems arising.
• Ensure Customer Satisfaction is captured monthly by completing the mandatory 7Day Feedback calls.
• Work closely with the Client and their representatives in ensuring good relations and information sharing is maintained.
• To be responsible for meter readings at contract and decant houses where appropriate.
• To attend site meetings or any meetings relevant to the project.
• Attend RLO team meetings.
• Community and Social Value awareness.
• To provide handover packs to residents if applicable.
• Provide support for new team members.
• Respond courteously and promptly to all customer queries and complaints.
• Respond and action all complaints in line with customer care process and accurately record all complaints on the appropriate tracker / system.
• Keep customer informed as to action taken in respect of their complaints.
• Ensure you complete all mandatory training related to your role.
• Ensure your skills and knowledge is abreast of new technologies in the industry.
• Seek out training and development opportunities for yourself and the wider team.
• Ensure implementation of all Company policies and procedures.
• Be responsible for your safety and others around you, including public protection

What can we offer you?

On offer is a competitive salary and benefits package, which includes;

Who are we looking for?

Key Skills

Key Attributes

Who are we?

EQUANSis a world leader in energy services with nearly , employees working in more than 50 countries, with an annual turnover of over 17 billion euros.

In the UK & Ireland, EQUANS is a provider of technical, FM, regeneration and energy services with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables.

EQUANS 13, UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live.

EQUANS is a Bouygues group company.

What's next?

If this role is of interest to you, please click below to register, apply, and track your progress! A member of our Resourcing Team will review your application and be in touch.

At Equans were committed to delivering a culture where everyones voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans youll find a welcoming and open workplace where youre supported and encouraged to be your true self at work. Youll also have access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young ProfessionalsNetwork) and our Disability Network.

For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role. Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements.

The EQUANS Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to EQUANS Managers.