Tenant Liaison Officer
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Fulltime: 37hrs per week
Proposed Interview Date: Tuesday 2nd June (TBC)
We have an exciting opportunity for a Tenant Liaison Officer to provide high-quality information, guidance and support to customers throughout refurbishment, maintenance and major works programmes delivered as part of Saffron’s decarbonisation programme. The role will also support the monitoring of improvement measures to help evidence their effectiveness, while working closely with Retrofit Coordinators and contractors to ensure the programme is delivered efficiently and maintains high levels of customer satisfaction.
Key Responsibilities Include:
- Communicate to, support and advise our tenants throughout the full survey, install and monitoring process on upcoming works programmes relating to the Warm Homes Social Housing Fund.
- Be the main point of contact for any tenant enquiries both over the phone and face to face.
- Liaising with Contractors and Tenants to ensure that work standards are maintained
- Working alongside other teams within the Asset Management, Tenant Engagement and Lettings departments.
For a full list of responsibilities please see the attached Role Profile
Our Ideal Candidate Will Have:
Educations and Qualifications:
- GCSEs (or equivalent) in English and Maths (E)
- ONC in construction or relevant asset/housing experience (E)
- Housing, customer service or business administration qualification at Level 2 or Level 3, or equivalent relevant experience (D)
- Chartered Institute of Housing (CIH) qualification or willingness to work towards one (D)
- Health and safety, safeguarding or customer care training relevant to a tenant-facing role (D)
Experience:
- Previous experience in social housing, property services or a customer-focused role (E)
- Experience of supporting tenants or customers during planned works, refurbishment, maintenance or improvement programmes (E)
- Experience of working with contractors, consultants and internal teams to coordinate service delivery and resolve issues (D)
- Experience of handling complaints, managing enquiries and responding sensitively to customer concerns (D)
- Experience of working with vulnerable tenants and promoting access, inclusion and positive customer outcomes (D)
Skills, Knowledge and Abilities:
- Ability to work independently and collaboratively as part of a wider team, with minimal supervision (E)
- Strong organisational and time management skills, with the ability to prioritise workloads and meet agreed deadlines (E)
- Excellent verbal and written communication skills, with the confidence to engage effectively with tenants, contractors and colleagues (E)
- Good IT skills, including Microsoft Word, Excel, Outlook and Teams (E)
- Ability to maintain accurate records, monitor feedback and produce clear, concise reports (D)
- Understanding of customer care, safeguarding and the importance of confidentiality in a tenant-facing role (D)
- Full, current and valid driving licence (E)
Personal Attributes:
- High level of accuracy and attention to detail
- Professional, approachable and tenant-focused in manner
- Empathetic and resilient, with the ability to remain calm and constructive in challenging situations
- Committed to delivering a high standard of customer service and positive tenant outcomes
Please note this role is subject to a Basic Disclosure and Barring Service check
The Company
We are a housing association based in Norfolk providing quality homes and services to people across the county and in Suffolk.
We manage over 6,000 homes including affordable homes for those in housing need who cannot afford to rent or buy in the open market.
We offer specialist homes for older and vulnerable adults and are committed to providing new homes to help solve the housing crisis.
At Saffron
We have a huge commitment to our employees. We want the team at Saffron to be happy, empowered, motivated and feel proud to be part of the Saffron community. We know by having great people we can do a great job for our tenants. We trust our colleagues to do the right thing and we are looking for people whose values are aligned with ours (PACE – Professional, Accountable, Collaborative and Evolving).
You will have the freedom to learn and grow. We are passionate about investing in our people, providing them with the skills they need now, and for their future aspirations. We do this by offering a blend of learning opportunities, including our innovative e-learning platform where learning is self-directed allowing people to learn what they want, when they want to.
We work with and support our people to work in an agile way to ensure that have the right work/life balance. They have the choice to work in the office, work from home, coffee shop, park or a combination of all. We have recently refurbished our offices to encourage collaborative, agile working.
As an inclusive employer, we are committed to the equal treatment of all current and prospective employees and have a zero tolerance policy relating to discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join the Saffron Community.
Our Strategy
Inspiring Organisation:
Outstanding colleague engagement
Inspiring Communities:
90% customer satisfaction
Inspiring Innovation:
Creating £3m of capacity to invest
Governance
We will operate in a culture where strong governance, compliance and risk assessment is business as usual.
Homes
We will actively manage our existing homes, and deliver new affordable housing to provide quality homes for current and future customers.
Our Benefits
Learning And Development
Time Off
Prioritising Mental Health
Aviva Pension Scheme
Health Schemes
Salary Sacrifice Schemes
Documents
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