Tenant Liaison Officer Job at Saffron Housing Trust (Long Stratton, Norwich, Norfolk)

Job Description

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.

Job Responsibility

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

Requirements

GCSEs (or equivalent) in English and Maths
ONC in construction or relevant asset/housing experience
Housing, customer service or business administration qualification at Level 2 or Level 3, or equivalent relevant experience
Chartered Institute of Housing (CIH) qualification or willingness to work towards one
Health and safety, safeguarding or customer care training relevant to a tenant-facing role
Previous experience in social housing, property services or a customer-focused role
Experience of supporting tenants or customers during planned works, refurbishment, maintenance or improvement programmes
Experience of working with contractors, consultants and internal teams to coordinate service delivery and resolve issues
Experience of handling complaints, managing enquiries and responding sensitively to customer concerns
Experience of working with vulnerable tenants and promoting access, inclusion and positive customer outcomes
Ability to work independently and collaboratively as part of a wider team, with minimal supervision
Strong organisational and time management skills, with the ability to prioritise workloads and meet agreed deadlines
Excellent verbal and written communication skills, with the confidence to engage effectively with tenants, contractors and colleagues
Good IT skills, including Microsoft Word, Excel, Outlook and Teams
Ability to maintain accurate records, monitor feedback and produce clear, concise reports
Understanding of customer care, safeguarding and the importance of confidentiality in a tenant-facing role
Full, current and valid driving licence
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

Nice to have

Housing, customer service or business administration qualification at Level 2 or Level 3, or equivalent relevant experience
Chartered Institute of Housing (CIH) qualification or willingness to work towards one
Health and safety, safeguarding or customer care training relevant to a tenant-facing role
Experience of working with contractors, consultants and internal teams to coordinate service delivery and resolve issues
Experience of handling complaints, managing enquiries and responding sensitively to customer concerns
Experience of working with vulnerable tenants and promoting access, inclusion and positive customer outcomes
Ability to maintain accurate records, monitor feedback and produce clear, concise reports
Understanding of customer care, safeguarding and the importance of confidentiality in a tenant-facing role

What we offer

Covers the membership fee of one professional body relevant to your job role
Excellent opportunities for training & courses
Generous holiday entitlement
Holiday Trading
Volunteer and study days
Enhanced Family Leave
Access to our Employee Assistance Program
Trained Mental Health First Aiders
Wellbeing check-ins
Aviva Pension Scheme
Life Assurance cover
Bupa Private Medical Insurance
Medicash Cashback Plan
Cycle to work scheme
Tusker Car Scheme

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Tenant Liaison Officer

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