Resident Liaison Officer (Permanent)

Do you have experience of working with contractors delivering capital works projects for Local Authorities or RSLs?  Would you relish the opportunity to delivery improvements to customers homes? Happy to travel to various locations? Would you like to work for one of Southern England’s leading housing groups? Then read on!

The Group are recruiting for a Resident Liaison Officer which will be based at our Head Office in London. However, you may be required to work in the south region if needed. In return for your hard work as our Resident Liaison Officer, you will receive a competitive salary of circa £22,000 per annum, plus excellent benefits, including:

• Great holidays – 23 days, plus public holidays. We also close between Christmas and New Year, so you get another 3 days bonus!
• The ability to buy extra leave and discount cards
• Flexible working
• Employee referral scheme
• A great pension scheme
• Cash claim-back on medical treatments
• Travel to work loan
• Discounted rates on a cycle scheme, personal medical plans, life assurance, give as you earn, critical illness and travel insurance

The Role

As a Resident Liaison Officer, you will be responsible for liaising with our customers in their homes about all aspects of the works planned for their home.

You will continue to be the first point of contact for Southern Housing Group throughout the journey of the delivery of the work ensuring customer satisfaction is maintained. You are responsible in ensuring that our Contractor Partner is working to our Customer Service Standards and respecting our customers’ homes.

You will work alongside our Contractor Partner’s Customer Liaison Officer to facilitate access and maintain and monitor all appointments, keeping accurate records of communication and contact with our customers. You will assist in ensuring that our internal customers are kept informed on progress of the works. You will be the key person representing the interest of our customers at contractor progress meetings and will be responsible for providing a Resident Liaison report.

You will be expected to keep programme trackers up to date and also support the Team’s Project Manager to drive the programme forward. Customer satisfaction is key to the success of a project, so you will be expected to carry out customer satisfaction surveys and compile and evaluate the responses for KPI monitoring.

The Ideal Resident Liaison Officer:

Candidates should have GCSE level qualifications or equivalent relevant qualification or qualified by experience. You’re also able to quickly learn and become competent in a new area of work. You should have excellent communication and interpersonal skills along with the ability to deal with sensitive situations including liaising with external agencies who support our customers.

You will be an excellent communicator who relates well to internal and external customers at all levels, you’re numerate, have good keyboard and office IT skills (we use the MS Office Suite) and able to prioritise a busy workload. Last but not least, you’re happy to attend occasional evening and weekend meetings and travel throughout the Group’s area of operation in order to get the job done. 

About Southern Housing Group

Southern Housing Group was established in 1901 and owns and manages more than 28,000 homes in London and the South East of England.  As one of southern England's largest housing associations, we provide homes for more than 67,000 people.

We offer a high level of service to a variety of tenures including rented, leaseholders and sheltered accommodation.

If you have the skills and experience to excel in the role of Resident Liaison Officer, we want to hear from you! Click apply to find out more.