JOB IDENTIFICATION
Job Title:
Resident Liaison Officer
Division:
Construction
Employment Status:
Fixed-Term Contract, Part time (up to 25 hours a week)
PERSON SPECIFICATION
The Resident Liaison Officer should make a good impression for Castleoak, cultivating
relationships with residents and giving great service.
You should be able to communicate and have the persistence to see a job through to conclusion.
The Resident Liaison Officer should be confident, enthusiastic, approachable and
accommodating.
Personal Attributes
The successful candidate will possess the following:
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A calm and professional manner
Excellent verbal & written communication skills
Self-motivated and enthusiastic and able to work under own initiative
Listening skills and the ability to demonstrate empathy and understanding.
Capable of conveying accurate information
Desire to be an ambassador for the Company
Excellent presentation skills (both formally and informally)
Organised and efficient
Technical Attributes
The candidate must possess the following:
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Essential
Previous customer service experience
Previous experience as a Resident Liaison Officer or similar position
IT knowledge – Word and PowerPoint
Excellent administrative skills
Desirable
1. Experience of the construction industry
JOB PURPOSE
The Resident Liaison Officer is responsible for acting as Castleoak’s representation to the
residents of Elmbridge Village providing efficient communication between the residents and
project team.
KEY ACCOUNTABILITIES
Key Accountabilities
KPI’s / Measures
1. Resident Liaison
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Communication
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Ensure residents opinions are
acknowledged and feedback to project team
Involve residents in the overall process and
ensure they are aware of current situations
Develop effective working relationships with
residents
Providing timely information to residents and
Construction team
Noticeboard updated to agreed timescales
DETAILED JOB PROFILE
Resident Liaison
o Act as Castleoak representation to the residents of Elmbridge Village
o Engage with the residents in a positive way such that they can become involved with
the progress and feel their views are heard
o Encourage positive relationships between Castleoak and the residents ensuring
actions are followed up to reflect our good name
o Imparting construction progress and activity in clear simple terms
o Convey accurate information both to residents and from residents to project team
o Occasionally attend evening resident meetings
o Create a strong positive liaison with the residents with scope for encouraging
interaction via competitions and contribution to the village newsletter
Communication
o Communicate with the Castleoak team effectively and act as the buffer from resident
opinion
o Keep notice board regularly updated
o Present updates to residents on progress and future activity
General Administration
o Provide support to the project team with general administrative duties
o Support the Marketing team in updating the company on progress and activity
KEY WORKING RELATIONSHIPS
The Resident Liaison Officer works closely with the Construction team and residents on a day to
day basis. Strong working relationships with residents are essential in order to provide support
and advice as required.
RESPONSIBILITIES FOR COLLEAGUES
The Resident Liaison Officer will provide assistance and support to the project team and
residents as required.
WORKING ENVIRONMENT
The Resident Liaison Officer will be based at Elmbridge Village.
ORGANISATIONAL RESPONSIBILITIES
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Understands and demonstrates the principles of confidentiality.
Understands and demonstrates their responsibilities for the Health & Safety of themselves
and others.
To work within the policies and procedures of Castleoak.
Understands and demonstrates commitment to Castleoak’s Purpose & Values
Demonstrate commitment to ongoing personal development
Utilises Workspace (document management system) for all shared correspondence
The duties & responsibilities are difficult to define in detail and may vary from time to
time without changing the general character of the duties or level of responsibilities
entailed. The post-holder is therefore expected to undertake such other duties as may
be requested provided the general character of the duties or level of responsibility
does not change.