Resident Liaison Officer - London

Resident Liaison Officer

• Annual Salary: 18.89 per hour (PAYE) OR 23.95 per hour (Umbrella)
• Location: Morden, South London
• Job Type: Full-time temp till end February 2026

We are seeking a Resident Liaison Officer to join a team based in Morden but with frequent travel across Bromley, Lambeth, Lewisham, and Croydon. This role is crucial for developing and implementing our customer contact and stakeholder communication strategy, ensuring that our residents' voices are heard and service promises are delivered effectively.

Day-to-day of the role:

• Participate in and occasionally lead local service resident engagement strategies.
• Analyse key data to inform service improvement strategies.
• Facilitate and coordinate responses to customers by working closely with the local housing team, Customer Contact Centre, and Clarion Response.
• Identify relevant internal and external stakeholders to ensure comprehensive service changes are understood by all parties.
• Manage customer communications to maintain high satisfaction levels.
• Organise and attend stakeholder meetings, producing communication materials using various methods.
• Act as a key member of the Housing Neighbourhood Team, representing the team at meetings and leading smaller project teams as needed.
• Provide a customer-focused service, ensuring all tasks are completed and that complaints and requests from residents and stakeholders are actioned effectively.
• Liaise with customers and act as a conduit between all relevant teams within Clarion, keeping all parties informed.
• Assist in liaising with in-house service providers, M&E contractors, and external subcontractors to ensure top-tier service delivery.
• Participate in the viewing and sign-up of customers at the handover of Regeneration properties.
• Ensure compliance with GDPR regulations when processing customer data.

Required Skills & Qualifications:

• Proven experience in a front-line, customer-focused role within the social housing sector.
• Experience with project management methods and working within a housing association or local authority.
• Excellent analytical skills with the ability to identify trends and present data effectively.
• Strong capabilities in letter writing and report composition.
• Demonstrated ability to build and maintain relationships across geographical boundaries and influence positive change.

To apply for the Resident Liaison Officer position, please submit your CV