Resident Liaison Officer

Job summary

Are you looking for a rewarding career, working with the friendly and supportive team, with great staff benefits and all set-in beautiful surroundings? Then Augustinian Care, St George's Park is the place for you!

The Company

We are a Care Home, Assisted Living, and Retirement Village complex located on Ditchling Common, within 3 miles of both Burgess Hill and Haywards Heath. Set within 250 acres of beautiful gardens and farmlands, in an area of outstanding natural beauty, St George’s Park offers views overlooking the South Downs.

Within the retirement village, we have 240 high-quality apartments, all built to modern accessibility and mobility standards, providing residents with comfort, privacy and the freedom to enjoy life on their own terms. Our residents benefit from a range of on-site facilities including a restaurant, a swimming pool with a pool-side cafe, a village shop, social clubs, and fitness facilities.

Our staff take great pride in making a difference to the lives of our many residents and their families. We offer an excellent working environment which, in turn, makes working for us a very rewarding experience. You will have access to our excellent training programme, and we pride ourselves on a continuous improvement plan for all our new and existing staff to ensure they have the ongoing knowledge, skills and commitment to become and continue to be a successful, valued member of our team.

Our rates of pay are competitive, and our staff benefits are extensive and include free uniform, free meal, paid breaks and a free staff minibus service from both the Burgess Hill and Haywards Heath areas.

Benefits

Our rates of pay are competitive, and our staff benefits are extensive and include free uniform, free meal, and a free staff minibus service from both the Burgess Hill and Haywards Heath areas.

• Competitive remuneration.
• Job security - Augustinian Care have been caring for the elderly for over 150 years.
• Annual pay reviews.
• Free uniform provided - For all care and ancillary positions.
• Free staff transport - Mini bus pickups on specified routes.
• Free on site secure parking.
• DBS checks - Company funded checks.
• Free meal - One free meal provided when on duty (hot for day shifts and Sandwiches on nights).
• Life Cover - based on a multiple of the last 12 months earnings at date of death.
• Employee Assistance Programme including free, confidential, access to advice line and counselling.
• Access to Blue Light Card – extensive range of discounts on many high street & online brands/shops.
• Cycle to work scheme.
• Employee Referral Scheme - with generous rewards (T&C's apply).
• Long service awards - Financial recognition of long service and commitment.
• Paid sick leave (T&C's apply).
• Some other staff benefits include: Staff massage chair, Company Summer Fete and Christmas Party, staff prize draws, various staff well-being talks.

The Role

Working in our retirement village, the Resident Liaison Officer serves as the initial point of contact for all residents and visitors, providing them with the necessary support and assistance while delivering a high-quality concierge service akin to that of a top-tier hotel.

You will build strong, trusted relationships with residents, supporting them from their first day with us, and act as a key link between the management team and the wider community, representing St. George's Park's interests at meetings and subcommittees as necessary. This ensures effective communication and collaboration between all parties involved, fostering a harmonious and cohesive community environment within the village.

This role is ideal for someone who is people-focused, organised, empathetic and passionate about providing a first-class customer experience.

Key responsibilities include:

• Building strong relationships with residents.
• Addressing inquiries and requests promptly via phone, email or in person, including table reservations, takeaway orders, guest suite bookings, maintenance assistance etc.
• Liaise with family and emergency services, as required, in line with GDPR.
• Listen to, and record, all complaints from residents actioning as necessary and liaising with the required contacts, both internally and externally.
• Identify any issues and coordinate corrective actions.
• Attend meetings as required and produce accurate and timely minutes.
• Maintain accurate records and produce timely minutes, reports and correspondence.
• Produce correspondence and reports as required by the Facilities Director.
• Promote a safe, positive and welcoming village environment.
• Act professionally, courteously and responsibly at all times.

Requirements

• At least 1 year experience within a Administration / Customer Service role
• Proficient in Microsoft word and excel is essential
• Experience in liaising with Adult Social Care and similar external services
• Ability to engage and liaise effectively with older people
• Proven problem-solving abilities and conflict resolution skills
• Good organisational skills and the ability to work in a tidy and clean manner

All posts are subject to a clear enhanced criminal record check and satisfactory references.

Although it is no longer a legal requirement for staff working within CQC regulated Care Homes for Older Adult Care in England to be fully COVID-19 vaccinated, in the best interests of our staff and residents, we have decided to keep it a mandatory requirement to work for our organisation. Therefore, we will need proof of your COVID Vaccination pass.

This role does not meet the requirements of Sponsorship - you must have current valid right to work in the UK.