Job Description

About the role

We have a new opportunity for an experienced Planned Delivery Resident Liaison Manager to join the Guinness team. The purpose of this role is to lead a team of Project Delivery Resident Liaison Officers as part of a liaison service for Guinness residents affected by planned investment works, ensuring positive outcomes for both residents and Guinness.

Our Planned Investment Delivery teams deliver a cyclical programme of improvements that enhance the quality and safety of our residents’ homes. This could include a programme of replacing windows, roofs, communal decorations and more.

This is a full time, 35 hours per week, permanent role based in our Oldham, Bower House Office. The role is agile‑based, enabling flexible collaborative working to support the planned delivery programme.

What we are looking for

We are looking for a confident leader with a proven track record of delivering high‑quality resident services, resolving cases effectively and managing conflict with professionalism. You will have experience working cross‑functionally and managing stakeholders under pressure, as well as developing and monitoring resident engagement strategies. This is a new role in Planned Delivery and you will be integral in shaping the way the team engage with Guinness Residents and regional teams.

You will be able to demonstrate these essential skills:

• Proven track record of delivering high levels of sustained resident service, case resolution and conflict resolution.
• Experience of matrix working cross functionally and the ability to manage stakeholders in a high-pressured environment.
• Experience in developing and monitoring resident engagement strategies.
• Proven track record in leading, managing, motivating, developing and coaching teams.
• Experience of housing, repairs and tenancy management policy, practice and regulation, including H&S.
• Excellent oral and written communications.
• Excellent knowledge of Microsoft Office particularly Word, Excel, Outlook and PowerPoint.
• Demonstrates the Guinness Behaviours.

Desirable skills:

• Experience of working with external agencies.
• Experience of working in a regulated environment.
• Good knowledge of The Social Housing (Regulation) Act 2023, including Awaab’s Law.

Essential Qualifications:

• Educated to Level 3 (A-level or equivalent) or higher.

Desirable Qualifications:

• Relevant professional qualification.

If you are interested in finding out more about the key responsibilities of the role and to ensure you meet the essential criteria, please review the role profile.

TGPCVL