Role Profile
Role title: Tenant Liaison Officer
Role Purpose: Typically this postholder would be responsible for the liaison between the Site Manager and local tenants/residents/customers ensuring a
clear and frequent flow of communication at all stages of a refurbishment project. They will arrange access for works, attend stakeholder meetings and liaise
with local housing offices on their needs; resolving any complaints or incidents as effectively as possible.
Role Description
Accountabilities
Communication
 Discuss details of improvement works
 Provide regular surgeries
 Attend meetings were necessary
 Prepare relevant reports
 Ensure constant flow of information between stakeholders and
Contractors staff
 Liaise with Local Housing Office on special needs of stakeholders,
accompanied visit requirements and non access
 Attend to complaints as per Company procedure
Logistics
 Prepare and issue notification letters and packs
 Prepare and issue newsletters
 Coordinate community involvement initiatives
 Arrange access for works
 Manage respite facilities
Administration
 Book relevant appointments e.g. kitchen design
 Update house files daily as required
 Ensure all health and safety procedures followed
Document Author:
Last revision:
Head of HR
July 2012
Typical Performance Measures




Resident satisfaction
Frequency of surgeries and stakeholder meetings
Accuracy of reports
Progress and completion of complaints procedure



Timely production of packs
Timely production of newsletters
Stakeholder feedback and engagement



Efficiency of appointment system
Accuracy of house files
Compliance with Health and Safety procedures
Authorised by: Head of HR
Authorised by: Head of HR
Page 1 of 4
Role Profile
 Operate key holding system
Client Focus
 Liaise daily with Site Manager
 Liaise daily with Residents/Tennants/Customers

Efficiency of communication process
Other
 Ring Stones is an Equal Opportunities employer. It is your
responsibility to support the company vision and continue to ensure
that the principles of equal opportunities and diversity in the
workplace are upheld, to treat colleagues and stakeholders with
dignity and respect, to have due regard to equal opportunities in the
work you do and decisions you make and to promote diversity in the
workplace.
 You must comply with all policies and procedures identified in the
Company Handbook and the staff intranet. Failure to comply will be
treated as a disciplinary matter which may result in your dismissal.
Document Author:
Last revision:
Head of HR
July 2012
Authorised by: Head of HR
Authorised by: Head of HR
Page 2 of 4
Role Profile
Person Specification
Key Skills
Behavioural Styles
Job Specific Competencies
Knowledge
Passionate About Customers
Ring Stones is committed to providing excellent customer service.
Experience (Essential)

Residents liaison and
complaints procedures
 Clients liaison
processes
 Basic site safety
knowledge
 PPE and company
uniform compliance
Understand and
communicate the
specification of the specific
refurbishment project.



Acts and makes decisions with the customer in mind
Follows through on promises
Takes the time to listen carefully to customers’ needs and wants
Rising to the Challenge
Ring Stones is an ambitious organisation, determined to deliver desired results, achieve
targets and meet deadlines.



Has a can-do approach
Is accountable for actions
Is proactive and creative in solving problems and issues
Working Together
At Ring Stones we expect our staff to act with integrity at all times and work together to
move the company forward.
 Is an effective and positive team

Supports colleagues by sharing
member
information and expertise
 Takes responsibility for own and

Represents Ring Stones in a
others Health and Safety
positive light




Experience of tenants/residents
Excellent communications and telephone manner
Understanding of conflict management
techniques
Working knowledge of Microsoft packages
Experience (Desired)


Negotiation skills
Previous experience of this role or similar
environment
Qualifications (Essential)

5 GCSEs or equivalent including Maths and
English
Qualifications (Desired)

Qualification in Resident Liaison
Maximising Potential
At Ring Stones we strive for continuous improvement. This means demonstrating a
willingness to try new things and put things right.


Document Author:
Last revision:
Seek improvements, efficiencies
and new opportunities
Embraces the changes required
Head of HR
July 2012


Takes responsibility for own self
development
Applies learning to improve own
performance
Authorised by: Head of HR
Authorised by: Head of HR
Page 3 of 4
Role Profile
Document Author:
Last revision:
Head of HR
July 2012
Authorised by: Head of HR
Authorised by: Head of HR
Page 4 of 4