Senior Resident Liaison Officer

Role: Senior Resident liaison officer / Customer Service manager

Location: Brent

Competitive salary dependant on experience

Our client is a well-established social housing contractor dedicated to delivering high-quality refurbishment and maintenance projects across the UK. They're looking for an experienced Senior Resident Liaison Officer to join the team and manager customer service for the contract. This will be more of a customer service manager position looking after the resident liaison officer function on the contract. The contract is a planned maintenance contract across the Brent area on a social housing refurbishment project 

As the Senior resident liaison officer you will be the key point of contact between residents and the site team, ensuring that residents are well-informed and supported throughout the project. As well as managing the RLO team and managing customer service for the contract. The ideal candidate will have excellent communication skills, a strong customer service background, and experience working in a social housing refurbishment background!

Responsibilities:

• Lead and support the resident liaison officer team

• Allocate workloads and monitor team performance, ensuring high-quality customer service delivery.

• Provide training, mentoring, and professional development for resident liaison officers

• Conduct pre-condition surveys and notify residents of scheduled works, ensuring clear communication at all times.

• Organize and attend resident meetings, drop-in sessions, and community engagement events.

• Provide guidance and support to residents, particularly vulnerable individuals, throughout the project.

• Maintain accurate records of resident interactions and concerns, escalating issues as necessary.

• Work closely with site managers, contractors, and local authorities to ensure smooth project delivery with minimal disruption.

• Distribute newsletters and other communication materials to keep residents informed of project progress.

Requirements:

• Previous experience as a  Senior Resident Liaison Officer, or Customer Service Manager or similar role within social housing or construction is essential.

• Strong interpersonal and communication skills, with the ability to manage sensitive situations effectively.

• A customer-focused approach and the ability to build strong relationships with residents.

• Good administrative and IT skills, including experience using Microsoft Office.

• Knowledge of social housing regulations and resident rights is desirable.

• Full UK driving licence and own vehicle is essential

If you are a dedicated  senior resident liaison officer with a passion for resident engagement and excellent customer service, we would love to hear from you! Please apply for the position online or email your CV to (url removed) or call (phone number removed) for more information.

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