Draft v5
JOB DESCRIPTION AND PERSON SPECIFICATION
Resident Liaison Coordinator
Grade:
PO1
Responsible to:
Partnering Manager
Responsible for:
Job Purpose:
To undertake resident consultation, in a liaison capacity, between
Ascham Homes staff, the customer and contractors to ensure that
information, support and assistance is provided to the customer, in a
pre-planned and co-ordinated way, throughout the process of planned
works.
Ascham Homes Visions & Priorities
Vision:
Working together to provide quality homes in a thriving community
Priorities
and the overall priorities to guide the company:
People:
Resources:
Improvement:
Listening to and responding to your needs
Making the best use of your money – doing more for less
Achieving very high customer satisfaction through service
improvement
Rewarding the ‘can do’ attitude and commitment of our staff
Community impacts through joint action
Development:
Environment:
Key Responsibilities (Corporate)

Work with the Head of Asset Management to develop, communicate and deliver
Ascham Homes’ annual corporate goals through clear and measurable targets.

Comply with all related legislation and regulations relevant to Buildings, Housing,
Planning, Health and Safety thereby minimising and eliminating risks to Ascham
Homes of non-compliance.
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
Prepare and submit timely, accurate and informative report, reviews and analysis for
senior management, EMT, LBWF, The Board and its committees.

Complete regular quality assurance assessment of projects, reported on and
measured against various strategies, policies, plans and decisions.

Attend and participate in meetings, seminars and events as representative of
Ascham Homes including those with key stakeholders, local community groups,
police and emergency services, consultants, contractors, housing providers, Waltham
Forest Council, CLG and other government bodies etc.

Use the opportunity of participation in meetings, seminars and events to promote
good working relationships, establish network contacts and increase perception of
others of the value of Ascham Homes.

Contribute to the delivery of Ascham Homes Business Plan, the implementation of
Ascham Homes REFOCUS programme and other key components of continuous
improvement.

Ensure best value is obtained in all work undertaken and value for money achieved

Ensure that the Asset Management Division implements it’s commitment to
delivering an excellent customer focused service, has awareness of the sector and its
challenges and promotes customer involvement. Look for ways to exceed customer
expectations and invite feedback.

Keep informed of Right to Buy/Leaseholder legislation, and management of the
section 20 notice period in relation to contracts and information for the preparation
of service and scheme charges is provided.
Key Responsibilities (Functional)

Oversee the resident liaison function for all Asset Investment works and projects, with
a view to providing a good quality, customer-centric service.

Facilitate the smooth running of planned investment programmes and projects by
liaising with customers, customer panels/groups, contract panels and local
authorities as required, in writing and by way of arranging and attending meetings.

Develop and promote a resident liaison strategy to ensure customers are consulted
and involved on all aspects of service delivery. This will include the introduction of a
proactive, face-to-face resident liaison service, which delivers a local and personal
service.

Compile KPI (key performance indicator) reports on all aspects of project/programme
performance – contractor performance, consultancy performance, adhering to
timescales, customer satisfaction, defects etc. Carry out trend monitoring/reporting
and ensure that an agreed service level is maintained at all times.
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
Prepare and publish standard consultation documentation for works such as Ascham
Homes internal home improvements programme and external repair and decoration
programmes, etc.

Monitor all systems and procedures and advise the Head of Asset Management and
Partnering Manager on recommendations for the continual development and
improvement of the Resident Liaison Service function.

Represent Asset Management at customer panels/groups (i.e. Asset Services
Residents Advisory Group, including those held outside normal office hours, to
discuss all aspects of proposed commissions as appropriate.

To ensure Key performance indicators are audited and analysed to achieve set
targets an are in line with upper quartile performances

Commit to the active involvement and consultation of tenants and leaseholders in
the programming, specifying and delivery of major works schemes before during and
after the completion of the works. Obtain feedback from tenants and residents on a
regular basis regarding views on their experience of the team’s activity in and around
their home, including attending evening meetings where appropriate. Take action as
necessary on both positive and negative feedback.

To ensure timely and professional responses to service enquiries and complaints
from the residents, the general public, Councillor’s and MPs, solicitors etc.

In all aspects of the company’s work, to promote effective communications,
excellence in customer service, a focus on continuous improvement and a proactive
approach to all best practice; and legal and compliance matters.
Requirements
Experience

Extensive experience of working in Housing in a resident liaison function
management capacity.

Experience of working in a customer service environment.

Understanding contract arrangements and responsibilities of
contractors/consultants and ensuring these are delivered.

Intermediate to advanced standard of IT skills, in particular spreadsheets

Experience of producing reports and consultation documentation

Knowledge of current, relevant policies and programmes affecting the social
housing sector i.e. Decent Homes, HQN and Housing Corporation initiatives and
best practice on resident engagement.
Technical Skills
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
Knowledge of government policy regarding social housing.

Performance management techniques.

Housing legislation and regulations with particular reference to repairs, maintenance
and programmed working.

Construction processes.

Developing strategies for Customer Engagement

Local Government policies and procedures.

Public sector processes, procedures and sensitivities.

IT literate, particularly with Microsoft Office, Word, Excel, PowerPoint and Access.

Effective presentation skills.
Leadership and Management

Motivating others to achieve and deliver.

Delivering services within Equal Opportunities, Diversity and Race Equality guidelines

Applying Health & Safety, Customer Care and Communications policies appropriately
Commercial, Analytical and Intellectual

Thinking creatively and removing obstacles to achieve desired outcomes.

Developing enhanced services and quality improvements via analysis and feedback.
Equalities and Diversity


Champions the furtherance of staffing and service delivery without discrimination or
prejudice;
Challenges behaviour and systems, which are negative to disadvantaged groups and
seeks to bring about corrective action.
Communication
 Strong presentation skills and ability to promote the Company to a range of
individuals/organisations
 Ability to build and facilitate strong internal team relationships and corporate
working
 Strong written and verbal communication skills
 Effective communication skills using approach and style relevant and appropriate to
audience/recipient.
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
Timely submission of written reports.
Customer Service
 Experience of achieving excellence in delivery of service and commitment to
continuous improvement
 Ability to reflect and recognize the needs of all groups within society and particularly
those who are inherently disadvantaged or deprived
 Placing the needs of the customer at the core of all activities by demonstrating
customer involvement and customer satisfaction.

Attending evening meetings and events as required.
Personal Qualities

Achieving conclusions and satisfactory outcomes.

Demonstrating proactivity and positivity as integral ingredients of style and approach.

Demonstrating ability to convince others of validity of activity/activities and building
commitment as a result.

Demonstrating enhanced negotiation skills which enhance the likelihood of
disputes/differences being resolved/agreed in favour of Ascham Homes.
Jan 2011
No job profile can cover every issue which may arise within the post at various
times and the job holder is expected to carry out other duties from time to
time.
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