Are you passionate about delivering excellent customer service and making a difference to residents during planned improvement works? Do you have the confidence to build positive relationships, manage expectations and support residents through change?
We're looking for people with strong communication skills, a customer-focused approach and the ability to work collaboratively with residents, contractors and colleagues to deliver a positive customer experience.
We have three opportunities available across North East, South East and West Cornwall. Please indicate your preferred location/s as part of your application and whether you would be willing to be considered for more than one area.
About the role
This is an exciting opportunity to play a key role in supporting planned investment programmes across Cornwall Housing's homes. You'll act as the main point of contact for residents, ensuring they are informed, engaged and supported throughout the delivery of improvement works.
In this role you will:
- Act as the main contact for residents
- Support planned maintenance and investment programmes
- Manage resident enquiries and complaints
- Organise resident meetings and engagement activities
- Build relationships with residents and stakeholders
- Support access for surveys and planned works
- Identify and escalate risks to programme delivery
- Maintain accurate records and case information
Cornwall Housing is evolving to better meet the needs of the people and communities we serve. Our values of Collaboration, Honesty and Learning are central to this, helping us stay focused on doing the right things in the right way. These values guide how we work openly, take responsibility and keep improving the way we deliver our services. By bringing our teams closer to our customers and strengthening our local presence, we’re building a more responsive and supportive organisation.
If you want to make a real impact, work positively with others and help shape better outcomes for local people, this could be the perfect next step. Join us to create safe homes in strong communities for one and all!
About you
To be successful, you'll have:
- Experience working with residents or customers in a housing, property or community-based role
- Experience managing customer enquiries, complaints or complex cases
- Experience supporting planned works, repairs or investment programmes, or similar operational services
- Ability to build positive relationships with residents, contractors and stakeholders
- Strong communication skills and confidence managing challenging situations
- Good organisation and prioritisation skills, with the ability to manage competing demands
- Understanding of customer care and resident engagement principles
- Desirable: Housing, customer service or community-based qualification, or equivalent experience
To find out more about the role and requirements, please view the Role Profile (copy and paste this link into a new browser): https://www.cornwall.gov.uk/media/jbpfh001/500108_residentliaisonofficer_rp_june26.pdf
Our offer to you
Salary: £31,808 per year
Working Hours: 37 hours per week
Contract Type: This is a fixed term contract for 2 years due to funding. Existing CHL employees are welcome to apply as a secondment opportunity, but please discuss this with your manager before applying.
Base: Hybrid working - working from office, home, site and in the community as needed. This role requires you to typically work from the office at least 2 days per week, sometimes including attendance at short notice. Your base will be:
- North East – our main office in Chy Trevail, Bodmin, PL31 2FR
- West – Dalvenie House, New County Hall, Truro, TR1 3AY
- South East – Moorswater, Liskeard, PL14 4LN
What you’ll get from us in return is:
· A challenge like no other – Cornwall is unique and so are we!
· A highly competitive total package that includes a decent salary (with annual negotiations with recognised trade unions for cost-of-living salary increases), Local Government Pension Scheme, 28 days annual leave plus bank hols (rising to 31 days plus BHs after 5 years’ continuous service) with the option to buy more, family friendly policies, and our flexible approach to work
· A senior management team who will listen and support you, and encourage your ideas and creative thinking
· Support in your continuous learning and development
· Access to discounts on entertainment, shops, wellbeing and travel through our on-line portal
· And a chance to really make your mark
Safeguarding
We are committed to safeguarding the welfare of all our service users, clients and customers. This role is subject to a Basic DBS check. You will be asked to complete the relevant DBS check to be successfully appointed to the role.
To apply
It’s really easy to apply for our roles – create a candidate profile, answer the screening questions and upload a CV and covering letter/statement.
The planned closing date for applications is Sunday 19 July (midnight). However, we reserve the right to close the vacancy early if sufficient applications are received. So we recommend that you please submit your application early.
Interviews are planned for Wednesday 22 and Thursday 23 July (AM only). This will be an in-person interview at Chy Trevail, Bodmin, PL31 2FR.
We are a Disability Confident Committed employer and aim to interview disabled applicants who meet the essential requirements of the role. Where application numbers are high, we may invite those who best meet these requirements. We will also work with you to put reasonable adjustments in place where possible.
Contact us
If you’d like to have a discussion about the role, please feel free to contact us at [email protected] or 01872 324 329
Thank you for your interest in supporting our important work at Cornwall Housing, delivering safe homes in strong communities for one and all!
Redeployees – Cornwall Housing, Cornwall Council and the Corserv Group are associated employers. We have reciprocal arrangements agreed for redeployment. If you are a Cornwall Housing, Cornwall Council or Corserv Group employee with redeployment status confirmed by HR (for example, confirmed at risk of redundancy or dismissal due to disability-related ill health), once you have applied please email us at [email protected] to let us know that you are applying as a redeployee.
Recruitment Agencies – we are not currently seeking agency support with this vacancy, thank you. Please view our information for recruitment agencies here: https://www.cornwallhousing.org.uk/jobs/recruitment-agencies/
INDCHL
Pay: £31,808.00 per year
Benefits:
- Additional leave
- Bereavement leave
- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Health & wellbeing programme
- Sick pay
- Work from home
Application question(s):
- We are a Disability Confident Committed employer and aim to interview disabled applicants who demonstrate that they meet the essential requirements of the role. Where application numbers are high, we may need to invite those who best meet these requirements. We will also work with you to put reasonable adjustments in place where possible. Do you consider yourself eligible for consideration under the Disability Confident scheme? If yes, please let us know any specific requirements needed to enable your participation and/or attendance during the selection process (including if you are unable to evacuate a building unaided, for example during a fire emergency):
- We have three opportunities available across North East, South East and West Cornwall. Please indicate your preferred location/s as part of your application and whether you would be willing to be considered for more than one area
- This is an in‑person role requiring regular attendance at your base (either Chy Trevail, Bodmin, PL31 2FR; Dalvenie House, New County Hall, Truro, TR1 3AY; or Moorswater, Liskeard, PL14 4LN) and other locations, sometimes at short notice, including attendance at an in‑person interview at Chy Trevail. Please explain clearly and realistically how you will meet these requirements in practice, based on the travel expectations outlined in the advert or Role Profile. This response will be used to assess suitability for shortlisting.
- To be successful, you’ll have:
- Experience working with residents/customers in a housing, property or community-based role
- Experience managing customer enquiries, complaints or complex cases
- Experience supporting planned works, repairs or investment programmes, or similar operational services
- Ability to build positive relationships with residents, contractors and stakeholders
- Strong communication skills and confidence managing challenging situations
- Good organisation and prioritisation skills, with the ability to manage competing demands
- Understanding of customer care and resident engagement principles
- Desirable: Housing, customer service or community-based qualification, or eqv. experience
Please explain how you meet the criteria above, using relevant examples, and demonstrate your interest in this role and Cornwall Housing. This will form part of the shortlisting process
Licence/Certification:
- Are you authorised to work in the United Kingdom? (required)
- experience in housing, property or community services (required)
- experience handling complex customer cases (required)
- experience supporting planned works or repairs (required)
- experience working with contractors and residents (required)
Work Location: In person
