Document ref:
MG(F)528
Version no:
Page no:
07
1/3
Role Description – Apprentice Resident Liaison Officer
Company name: Mitie Property Services (UK) Ltd
Reporting to (position): Regional Resident Liaison Manager
Company name: Mitie Property Services (UK) Ltd
Contract: up to 12 months
Salary: £4:57 per hour
Based at: Rochford
39 hours per week
Our values and behaviours
An individual’s belief in our values and behaviours is as important as their technical and/or professional know how
which is why our Job Descriptions are written with these in mind.
Excel
•
at service delivery, we must be
the best at everything
Challenge
•
We always ask ourselves, why do
I do it this way? How can I do this
better? What else can I do?
Inspire
•
Have fun and be passionate
about what you do
Job objectives and responsibilities
Through work experience, studying, training and development (both practical and vocational), complete a course of
study and obtain work-related professional qualifications, ensuring the ability to carry out the role of a Resident Liaison
Officer competently and effectively within a pre-determined time frame.
Main duties
 To ensure there is effective communication, both written and verbal, between contractor and residents at all
times.
 To enter all relevant information on the project database and produce all survey and production notification
letters
 To make initial contact with every resident to build up a profile, giving information on access times or special
needs of residents to Site Supervisor.
 To carry out pre-inspection surveys of each property and prepare a written schedule of conditions of carpet,
decorations, fixture and fittings, valuables to be signed and agreed by each resident.
 To investigate and if possible resolve all customer complaints in line with MITIE complaints procedure. Prepare
written reports for site meetings detailing all complaints from residents and unresolved issues.
 To visit properties whilst the work is in progress to check with the resident that MITIE standards are being
achieved.
© Mitie 2014 |Geographic Extent: Global |Classification: Mitie confidential when complete
Document ref:
MG(F)528
Version no:
Page no:










07
2/3
Establish and maintain constructive dialogue with resident groups meeting with resident representatives on a
regular basis, attending resident forums and taking part in any other resident involvement initiatives
To attend college and complete coursework on time and to a high standard
To attend resident consulatations, road shows, open days and resident surgeries
To produce, maintain and be responsible for work sheets to document experience
To understand and complete all work related documentation accurately and on time
To liaise with the apprentice coordinator with regard to training issues
To understand and comply with policies and procedures
To carry out work in a safe and diligent manner
To comply with all Health and Safety policies and procedures
To attend and fully participate in regular training and reviews with mentor and line manager
Person Specification
To succeed in this role you will have a keen interest in customer service and the commitment to work towards a
nationally recognised qualification while you develop the skills necessary for the role. As an RLO apprentice, you will
create and maintain good relations between residents and the site team.
Skills & abilities:
 Self-motivated
 Good timekeeping
 Ability to work well in a team
 Ability to communicate in written and oral form
 Attention to detail
 Ability to demonstrate good customer care
Education & Qualifications:
 A minimum of four GCSE’s grade A-C (or equivalent); must include Maths and English
 An understanding of Microsoft Word and Excel
Knowledge:
 An appreciation for safety in the workplace
 An appreciation for equality and diversity in the workplace
Working within the Mitie values and behaviours
People Mitie is a people business. It’s our people, and their drive to do their jobs to the best of their ability that makes us
different.
Trustworthy How we behave…
We do what we say we will  We treat all colleagues with respect
 We challenge people when they don’t do the right thing
 We welcome advice from anyone that might improve what we do
 We are open and honest
 We think safety and always follow rules for safe working
Helpful How we behave…
We go out of our way to
 We work with each other to achieve the best for clients and for Mitie
make a difference
 We share information to help colleagues succeed
 We build great relationships
© Mitie 2014 |Geographic Extent: Global |Classification: Mitie confidential when complete
Document ref:
Version no:
Page no:


MG(F)528
07
3/3
Our first response to requests will always be positive
We look out for each other, never walking by unsafe actions or situations
Inspiring We help others to be the
best they can be
How we behave…
 We support and encourage each other to develop
 We lead by example
 We set clear expectations
 We listen to and learn from others
 We learn from mistakes and incidents to prevent recurrence
Passion Take our people, add their passion, and you get something really special.
Spirited How we behave…
We give it everything we’ve  We do good things for each other, the environment and the community
got
 We appreciate diversity and encourage it
 We demonstrate team spirit
 We are committed to doing things better and setting new standards in all that we do
 We take pride in what we do and have fun doing it
 We celebrate success and say thank you
Fresh thinking We want our people to find inspiration from skill development and career progression, and enjoy respect
and recognition for a job well done.
Pioneering How we behave…
We do things that excite
 We bring new ideas to the way we do things
and amaze
 We are willing to try new things
 We encourage and support innovation
 We consider things from other peoples’ points of view
 We embrace new thinking and technologies
 We build health & safety into everything we do
Health and Safety responsibilities
 Follow Group and company policies and procedures at all times;
 Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service
delivery or risk to health and safety or the environment;
 Use all work equipment and personal PPE properly and in accordance with training received;
 Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
Note
This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the
range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of
employment. The job description may be varied from time to time by the Company to reflect changes in the post holder’s
role and/or the needs of the business.
© Mitie 2014 |Geographic Extent: Global |Classification: Mitie confidential when complete