Resident Liaison Officer (Housing Maintenance)
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Are you a people-focused professional who thrives on building strong relationships in the community? Dartford Borough Council is seeking a Resident Liaison Officer to join our team.
Dartford Borough Council have over 4000 social homes throughout the local area. With an established track record for maintaining quality homes, delivering new affordable housing and investing in local communities this is an exciting opportunity to join the Council. Complementing our existing service, this role has been created to further establish our presence on site, working closely with residents to improve our service.
We are seeking a proactive and customer-focused candidate to join our Housing Maintenance team. This role is key to ensuring effective communication between residents, contractors, and the council during planned maintenance, repairs, and improvement works. The position offers the opportunity to work within a collaborative environment, develop your skills and contribute to achieving our service goals.
You will act as the main point of contact for residents’ formal complaints, providing clear information, resolving queries, and supporting them throughout the works process. You will also support contractors during major planned works, ensuring the customers voice is always heard.
If this sounds like the opportunity for you, please review the full job profile before applying.
Key Responsibilities
- Serve as the primary liaison between residents and contractors during housing maintenance and improvement projects.
- Investigate and provide responses to Stage 1 complaints.
- Positively promote works completed successfully, utilising social media platforms
- Provide timely updates and clear communication regarding schedules, access requirements, and progress.
- Address resident concerns promptly and professionally, ensuring issues are resolved effectively.
- Support vulnerable residents to ensure their needs are met during works.
- Maintain accurate records of communications, appointments, and feedback.
- Work collaboratively with contractors, surveyors, and internal teams to ensure smooth project delivery.
About You
- Experience working with contractors and understanding of site processes
- Excellent communication and interpersonal skills.
- Strong problem-solving ability and a customer-first approach.
- Ability to manage multiple priorities and work under pressure.
- Experience in housing, as a resident liaison officer or customer facing role is desirable
- Must hold a full UK driving licence and access to a vehicle for work
This post is considered by DBC to be a customer-facing position. The Council therefore has a statutory duty under Part 7 of the Immigration Act (2016) to ensure that post holders have a command of spoken English sufficient for the effective performance of the job requirements.
“The Council is an Equal Opportunities Employer”