The Resident Liaison Officer (RLO) will work with the site management team to help enable the works by arranging access, providing information, and managing relationships with the residents, occupiers, and users of the homes and buildings we are working on.

Reporting to: Site Manager/Project Manager (in some instances an RLO may also report to a Senior RLO)

Primary Responsibilities

• Manage relationships with the residents and occupiers of the homes and buildings
• Arrange access to enable the works
• Manage communications and complaints from customers, residents, and occupiers
• Help mitigate the impact of the works on the residents and occupiers as much as is reasonably possible
• Be a positive ambassador for McConnell, using empathy and effective communication to achieve high levels of customer satisfaction and service excellence

Specific Responsibilities

SHEQ Responsibilities

• Take personal responsibility to understand and comply with site SHEQ standards
• Wear appropriate PPE at all times
• Report any concerns for resident or occupier health and safety to the Site Manager
• Ensure any risks, near misses, and incidents are reported to the Site Manager as soon as possible
• It is essential to ensure the Lone Working Procedure is adhered to

General Responsibilities

• Be the conduit between the Ops Team and the residents for all communications
• Develop effective working relationships and communication lines with customer representatives
• Ensure all customer and resident related administration and record keeping is in accordance with the quality management system (QMS)
• Where required, induct new RLOs
• Confidentiality in handling sensitive data and able to work within GDPR regulations.

Customer Care

• Develop and implement a Resident Communication Plan (RCP)
• Carry out resident visits prior to work commencing to suit the requirements of the RCP
• Provide contact numbers and a pack detailing the full RLO and project process
• Assess high risk & vulnerable residents and ensure the Site Manager tailors works according to the risk level
• Carry out a photographic or video property condition, appliance, and protective measures survey, with the Resident before works start in the home
• Establish resident’s individual requirements by carrying out an initial resident profile, documenting any points discussed and tailoring individual plans accordingly
• Arrange appointments for surveys and works with the resident and site teams, ensuring letters are sent out confirming all surveys, work dates and agreed access arrangements
• Where necessary, consult with resident representatives and groups, arranging meetings to communicate the programme, get feedback and discuss any other locally significant issues with Senior Resident Liaison Officer and McConnell Community Investment Team (where applicable)
• Distribute high quality, easy to understand communication materials as required for residents and occupiers
• Prepare monthly RLO Reports where required
• Manage resident complaints in line with our complaint’s procedure through to completion, and escalate where necessary to the site team and Senior RLO
• Arrange and conduct satisfaction surveys for all residents, collating responses to use feedback to improve our service, and provide aftercare packs
• Support community initiatives and awareness with support from the Senior RLO and Community Investment Team (where applicable)