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Customer Liaison Officer Location: Harrow Contract: Full-Time | Permanent Hours: Monday to Thursday: 8:00am – 5:00pm | Friday: 8:00am – 4:30pm About Our Client Our client is a leading provider of residential retrofit, refurbishment, and decarbonisation solutions, delivering large-scale energy efficiency programmes across social housing, private residential, and mixed-tenure developments. With a strong portfolio of retrofit and sustainability projects, they are committed to improving the quality, comfort, and energy performance of homes while supporting communities through initiatives that reduce fuel poverty, lower carbon emissions, and contribute towards the UK's Net Zero targets. Due to continued growth, our client is seeking an experienced Tenant Liaison Officer to join their team in Buckinghamshire. Overview of the Role As a Tenant Liaison Officer, you will play a key role in managing the resident journey throughout planned refurbishment and retrofit projects. Acting as the main point of contact for residents, you will ensure clear communication, minimise disruption, and deliver an excellent customer experience before, during, and after works are completed. Working closely with site teams, clients, subcontractors, and local stakeholders, you will help ensure projects are delivered efficiently while maintaining high levels of resident satisfaction. Key Responsibilities • Provide consultation and support to residents before, during, and after works are completed., • Build positive relationships with residents to ensure an excellent customer experience throughout the project lifecycle., • Identify vulnerable residents and any additional support requirements, ensuring appropriate measures are implemented., • Maintain resident information securely in accordance with GDPR and data protection requirements., • Respond promptly and professionally to resident enquiries, concerns, and complaints., • Manage the resident engagement process in line with client and project requirements., • Develop strong working relationships with residents, clients, subcontractors, site teams, community representatives, and customer care teams., • Organise and attend resident consultation events, information sessions, and one-to-one meetings., • Carry out resident inductions, including explaining the programme of works, conducting property condition surveys, and recording photographic evidence where required., • Complete resident profiling to support effective project planning and communication., • Coordinate access arrangements and schedule appointments with residents., • Prepare and distribute resident communication packs for new projects., • Support social value initiatives by identifying and participating in community engagement activities and local events. Skills & Experience Essential • Minimum one year's experience in a customer-facing role within the construction, housing, property maintenance, refurbishment, or retrofit sector., • Full UK Driving Licence., • GCSEs (or equivalent) including English and Maths., • Excellent organisational skills with the ability to manage a varied workload., • Strong customer service and communication skills., • Good understanding of construction site health and safety practices., • Ability to build positive relationships with residents and stakeholders at all levels. Desirable • Experience working within social housing, planned maintenance, refurbishment, or energy efficiency programmes., • Knowledge of retrofit or decarbonisation projects., • Experience supporting community engagement or social value initiatives. What's on Offer • Competitive salary with car allowance., • Enhanced pension contributions., • Healthcare cash plan., • Enhanced maternity benefits., • Employee Assistance Programme., • Ongoing training and continuous professional development opportunities., • Excellent career progression within a growing organisation. Our client is an equal opportunities employer and welcomes applications from all suitably qualified candidates, regardless of age, disability, gender, race, religion or belief, sexual orientation, marital status, or any other protected characteristic.

The Role The Contracts Manager holds day-to-day operational, technical and commercial accountability for delivery of all non-EICR elements of Lot 3 (Electrical Building Services) of the Peabody Term Programme. Scope covers communal emergency lighting, lightning protection, fixed and portable appliance testing (PAT) and photovoltaic (PV) systems. Lot 3 is delivered under the Term Alliance Contract (TAC-1 2016), Reporting to the Head of Operations and working alongside the Contract Manager – Electrical Testing (who owns the EICR scope), the post-holder is Stage 1 counterpart to Peabody’s Contract Manager on the maintenance scope and is accountable for KPI performance, statutory compliance, P&L delivery and resident experience across these five disciplines. The post holder leads a multi disciplinary team of supervisors, administrators and engineers. Responsibilities and Accountabilities • Manage end-to-end day-to-day delivery of all non-EICR scope under Lot 3 of the Peabody Term Programme for the awarded Area, covering communal emergency lighting, lightning protection, fixed and portable appliance testing (PAT), height safety equipment and photovoltaic (PV) systems., • Plan, schedule and supervise the annual PPM programme across all five disciplines against the contractual cycle and SFG20 maintenance regime., • Source, qualify and onboard approved security sub-contractors, including pre-qualification checks on accreditations, insurances (£10m PL/EL, £5m PI), H&S management systems, RAMS quality, financial standing, modern slavery and equality compliance., • Own day-to-day performance against Peabody’s response-time KPIs – Priority 1 (2 hours), Priority 2 (4 hours), Priority 3 (24 hours), Priority 4 (10 Working Days) – on a 24/7/365 basis across the maintenance disciplines., • Lead, motivate and manage the dedicated multi-discipline maintenance team (Supervisors, Approved Electricians, Emergency Lighting Engineers, Lightning Protection Testers, PAT Operatives, Height Safety Inspectors, PV Engineers, Resident Liaison and Administrators) – including resource planning, training, competency management and DBS Basic Check compliance for both directly employed and sub-contracted services., • Discharge supplier-side Principal Contractor duties under CDM 2015, including site-specific Health & Safety Plans, RAMS, asbestos checks against the Peabody Asbestos Register, safe-isolation discipline and RIDDOR reporting within one Working Day., • Manage the lightning protection visual / electrical inspection cycle (typically annual under BS EN 62305) including earth-resistance testing, air-termination network, down conductors and earth termination network assessments., • Manage and deliver FRA Actions raised from the client for ALL Disciplines. Work in partnership with other departments for cross discipline actions, where necessary., • Manage the PAT programme across Peabody-owned portable appliances in caretakers’ accommodation, communal areas, sheltered schemes and offices, at HSE HSG 107 Table 1 intervals., • Manage the height safety equipment inspection programme (fall-arrest systems, man safe systems, eye-bolts, roof anchors, lifelines) per BS 8454 / BS EN 365 – typically annually – with thorough examinations under LOLER where in scope and re-certification of equipment., • Manage the PV array inspection and maintenance programme per the IET Code of Practice for Grid-connected Solar PV, including DC isolation, string testing, AC supply circuit testing, inverter monitoring, panel inspection and earthing / bonding checks., • Manage the maintenance P&L, including budget tracking, monthly forecasting, NHF Schedule of Rates application, £750 + VAT spot-repair authority and quoting of variations above the threshold for Alliance Manager approval., • Issue all certificates and reports (emergency lighting compliance, lightning protection test certificates, PAT registers, height-safety inspection certificates, PV inspection reports) in PDF to the Peabody Alliance Manager within 5 Working Days of inspection., • Drive resident experience – 2 weeks’ notice via SMS/WhatsApp + email where in-property access is needed, the three-stage appointment system with photo-evidenced calling cards, kept appointments, first-time fix and Stage 1 complaint resolution in line with Peabody’s Housing Complaints & Compensation Procedure., • Produce the monthly maintenance input to the Lot 3 Activity Report by the agreed internal deadline so the Head of Operations can submit a single coherent Lot 3 report (including the EICR CM’s input) to the Alliance Manager by 10:00 on the 5th Working Day of each month., • Direct line and people management of Supervisors and administrators. You will follow the People Manager guide to ensure that you build a high-performance team, create an accountable and values driven culture, and nurture the growth and development of team members, • Produce the monthly contract report (SLA performance, financials, risks, recommendations) for the Head of Operations by the agreed internal deadline. Qualifications • Required: Demonstrable track record managing a multi-disciplinary electrical compliance maintenance contract on social housing, public-sector or other regulated residential estates – covering at least three of: emergency lighting, lightning protection, PAT, height safety and PV., • Required: Proven sub-contractor management experience – pre-qualification, back-to-back contracting, SLA management, audit and corrective-action / step-in rights – with the ability to evidence sub-contractor performance turn-arounds., • Required: Experience managing a multi-discipline maintenance contract of c. £1.5m+ annual turnover, with P&L responsibility, Schedule of Rates pricing, monthly forecasting and direct line management across multiple trades. Key Performance Indicators / Accountabilities • Maintenance KPI compliance – 100% of Priority 1 (2-hour), Priority 2 (4-hour), Priority 3 (24-hour) and Priority 4 (10 Working Day) response targets across all five maintenance disciplines, measured monthly against Peabody’s Success Measures & Targets., • Statutory compliance – 100% on-time completion of the annual EL drain-down and monthly flick-test programme; 100% on-time completion of the annual lightning-protection inspection programme; 100% on-time completion of the PAT programme at HSE HSG 107 intervals; 100% on-time completion of the annual height-safety inspection programme; 100% on-time completion of the annual PV inspection programme., • Certificate turnaround – 100% of compliance certificates (EL, lightning protection, PAT registers, height safety, PV) issued in PDF within 5 Working Days of inspection., • KPI/SLA compliance – meet or exceed Peabody’s contractual response, Compliancy figures, repair and certificate-turnaround SLAs every month; no rolling-quarter SLA breach, • Maintenance P&L – deliver gross margin within ±2% of agreed annual budget across the five disciplines; zero unapproved variances above the £750 + VAT spot-repair authority., • Health & Safety – zero RIDDOR-reportable incidents; 100% pass rate on internal and Peabody H&S audits; all RAMS and CDM documentation in place before site works commence; zero LOLER non-compliance events on height safety equipment., • Legislative & regulatory compliance – ensure full compliance with all applicable statutory obligations, including Electrical Safety Standards Regulations, Building Safety requirements, Awaab’s Law obligations and client-mandated compliance procedures., • Resident experience – meet or exceed Peabody’s resident-satisfaction targets for the maintenance scope; first-time fix above target; zero non-attended appointments outside the three-stage appointment process; Stage 1 complaints resolved within the agreed timescale., • Team performance – voluntary attrition below 12% per annum; 100% of operatives holding valid DBS, scope-appropriate qualifications (NICEIC scope, ICEL, PAT competency, height-safety inspector certification, PV CoP), and current competency records

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