Tenant Liaison Assistant

Job Description

As part of the Council's Asset Management Team (Housing), you will liaise directly with tenants and other customers to support the delivery of damp, mould and condensation services and wider housing investment programmes. You will ensure clear and timely communication throughout investigations, repairs and improvement works, helping to deliver positive customer outcomes and high levels of customer satisfaction.

You will achieve this by supporting and promoting the delivery of customer-focused programmes including damp and mould remediation works, the replacement of windows and doors, kitchens, bathrooms, roofing and insulation measures. You will ensure customers understand the works being undertaken and that the Council has a clear understanding of customers’ needs and expectations, helping to ensure these are effectively met.

You will maintain accurate records of damp and mould investigations, inspections and remedial works ensuring customers are regularly updated throughout the process. 

Requirements

Schedule investigation surveys and prepare and issue written investigation outcome reports to customers following damp, mould and condensation inspections, clearly setting out the findings, recommended actions, remedial works, responsibilities and anticipated timescales for completion, in accordance with relevant statutory and organisational requirements.

Maintain contact with customers regularly in line with the ongoing programme of works to ensure customers are fully aware of the works being undertaken and to deal with any potential enquiries.

Ensure vulnerable customers who are scheduled to receive property improvements are identified and necessary support mechanisms are implemented to support their needs.

Investigate and respond to customer complaints in line with Moray Councils Complaints handling procedure.

Coordinate and schedule property inspections, surveys and repair appointments through the Council's scheduling and diary management systems, ensuring appointments are arranged efficiently and within service standards.

To promote positive behaviours in the workplace and promote safe working within the housing service.

To gather customer feedback on damp, mould and condensation services, monitor satisfaction levels and report any performance concerns, trends or opportunities for service improvement to the Housing Asset Manager.

To undertake any other duties as may be reasonably expected.

The Individual

Proven administration and clerical experience.

Experience of managing telephone, email and customer enquiries in a professional and customer-focused manner.

Previous experience of working with a range of IT software systems including Microsoft Office, Excel and Access.

Minimum of three National 5 qualifications (or equivalent), including English. *

Able to demonstrate a commitment to customer service.

Able to demonstrate previous high performance levels in terms of customer service and support.

Capable of working on own and as a team member.

Self confident and self motivated.

Ability to work flexibly to meet the needs and demands of the service.

Excellent verbal and written communication skills, with the ability to communicate effectively with customers, colleagues and contractors.

Capability to concentrate and to produce a high standard of work whilst dealing with numerous distractions in a busy office environment.

Full UK driving licence

Ability to deliver excellent customer care in a polite and diplomatic manner.

Ability to work as part of a team or using own initiative where required.

Ability to work in a hybrid working style.

Able to work under pressure to balance competing demands and sustain outputs.

* Candidates will be required to show these documents if invited for interview.

Closing Date: 20 November 2026
Starting Salary: £29,519
£15.66 per hour
36.25 hours per week

For further information, please contact Tracey McKie, Housing Asset Manager on 01343 563352