Resident Liaison Officer

3 weeks ago

Kingston upon Thames, United Kingdom Parker Jones Group Full time

Parker Jones Group are recruiting for a Social Housing / Building Maintenance contractor. The Company provides services for improvement and maintenance of social housing, retail and commercial properties. They are looking for an RLO to join their growing team.

Delivering the Difference - The Key to R&M’s success is the continuous improvement of our services in response to resident’s feedback; ensuring residents are fully involved in decision making processes affecting their homes. RLO’s are customer focussed and provide a one-stop contact point, empowering residents to feel respected and valued by maintaining the best quality experience when engaging with us.

**Job title: Resident Liaison Officer**

**Division: Repairs and Maintenance**

**Reports to: Contracts/Customer Services Manager**

**Direct Reports: None**

**Main Interfaces: Residents, Customers, Employees**

**Location: Kingston, London**

**Salary: £25,000-27,000 p/a + £3k travel allowance**

**Key Tasks/Activities/Responibilities**

**Customer Care and Dis-satisfaction response**
- Proactively respond to expressions of dis
- satisfaction at the initial stage, preventing escalation wherever possible.
- Investigate, register all complaints and report in accordance with company and client procedures. Ensure all MP, Councillor enquiries and complaints are investigated and resolved efficiently and within target and advising residents and clients of their outcomes.
- Maintain the Company’s complaint log and use the information to report on trends including the lessons learnt and how to improve our service.
- Visit and meet residents in their homes, when required or requested, dealing with their needs and queries ensuring they are kept always informed.
- Make appointments for further works, if required, and ensure these are carried out and completed to the resident’s satisfaction.
- Arrange compensation or goodwill gestures if required, all to be agreed and approved by the Customer Service Manager / Divisional Manager.
- Respond to expressions of dis-satisfaction received from residents via the text message service within agreed timescales and ensure the issues are addressed.
- Ensure resident telephone surveys are carried out and recorded, with the appropriate action taken regarding feedback. Provide a monthly report detailing the findings of the surveys and actions taken to address any issues or problems that have arisen.
- Attend monthly contract meetings and supply relevant reports.

**Community Engagement**
- Attend Resident Surgeries and assist vulnerable people report repairs, keep Residents up to date on progress.
- Organise Resident consultation events and attend Resident Association Meetings as required.
- Identify vulnerabilities relating to individual residents and liaise with client’s housing officers or support services where necessary.
- Work with our Performance Team to ensure and identified vulnerabilities are accurately recorded within the organisations systems.
- Working with the Community Investment Team, organise volunteering and fund raising events.
- Liaise closely with senior staff to generate a positive culture within the Division through regular meetings, working towards business objectives, covering absence etc.

**Miscellaneous**
- Complete a daily activity sheet detailing visits to residents and clients.
- To contribute ideas and suggestions that may enable the company to provide a better service.
- Provide any other reports requested by Client, Line Manager or Customer Manager.
- To deliver Customer Care talks as and when required and to ensure they are documented.
- Fully comply with the Organisations Health and Safety and Lone Working policies.
- Follow and support policies, procedures, initiatives and work instructions related to sustainability improvement and environmental compliance.
- Undertake any other ad hoc duties necessary for the smooth running of the Repairs and Maintenance Division.

**Person Specification**

**Key Knowledge**
- Experience of Customer Engagement and improving Customer Satisfaction is essential.
- Proven understanding of Customer Care with particular reference to vulnerable people is essential.
- Demonstrable knowledge and experience of Complaint procedures is desirable.
- A good working knowledge of Microsoft Office Suite is essential.

**Key Skills**
- Excellent Customer service skills with a can-do approach to problem solving is essential.
- Strong interpersonal skills; must enjoy working with people on a personal level, building trust, maintaining confidentiality, be approachable, tactful and diplomatic is essential.
- First Class communication skills; must be able to influence and communicate very confidently both verbally and in writing at all levels is essential.
- A target focussed and financially aware perspective is desirable.
- Excellent planning and organisational skills using logic and objectivity are essential.
- Ability to work on your own initiative, and as part

  • Resident Liaison Officer

    2 weeks ago

    Kingston Upon Thames, United Kingdom Howells Solutions Full time

    **Resident Liaison Officer - Social Housing Planned Works** **Kingston Upon Thames Permanent Position £25k - £26k plus car allowance **Here at Howells Solutions we are working with a leading main contractor to find a successful and proactive Resident Liaison Officer to work on a Social Housing project in Kingston. Scope of works includes windows and doors...

  • Resident Liaison Officer

    1 week ago

    Walton-on-Thames, United Kingdom The Oyster Partnership Full time

    Resident Liaison Officer - Compliance£20.00phr LTD, 3 months temp to perm contractBased in Walton on Thames, SurreyHybrid working availableAs a Resident Liaison Officer (RLO) focusing on fire safety, compliance, and cladding projects, you will act as the primary point of contact for residents affected by essential building safety works. You will play a...

  • Resident Liaison Officer

    2 months ago

    Walton-on-Thames, United Kingdom The Oyster Partnership Full time

    Resident Liaison Officer - Compliance £20.00phr LTD, 3 months temp to perm contract Based in Walton on Thames, Surrey Hybrid working available As a Resident Liaison Officer (RLO) focusing on fire safety, compliance, and cladding projects, you will act as the primary point of contact for residents affected by essential building safety works. You will...

  • Resident Liaison Officer

    2 weeks ago

    Walton-on-Thames, United Kingdom The Oyster Partnership Full time

    Resident Liaison Officer - Compliance £20.00phr LTD, 3 months temp to perm contract Based in Walton on Thames, Surrey Hybrid working available As a Resident Liaison Officer (RLO) focusing on fire safety, compliance, and cladding projects, you will act as the primary point of contact for residents affected by essential building safety works. You will...

  • Resident Liaison Officer

    2 months ago

    Walton-on-Thames, United Kingdom CV-Library Full time

    Resident Liaison Officer - Compliance £20.00phr LTD, 3 months temp to perm contract Based in Walton on Thames, Surrey Hybrid working available As a Resident Liaison Officer (RLO) focusing on fire safety, compliance, and cladding projects, you will act as the primary point of contact for residents affected by essential building safety works. You...

  • Resident Liaison Officer

    7 months ago

    Kingston upon Thames, United Kingdom HLP Consulting Full time

    Responsibilities: - Serve as a liaison between different departments within the organization - Facilitate communication and collaboration between teams - Gather and analyze data to identify areas for improvement - Provide support to sales team by analyzing sales data and identifying trends - Assist with customer inquiries and provide excellent customer...

  • Resident Liaison Officer

    4 weeks ago

    Walton-on-Thames, Surrey, United Kingdom The Oyster Partnership Full time

    Role OverviewA Resident Liaison Officer is required to support residents affected by essential building safety works. This role plays a pivotal part in maintaining resident trust, achieving compliance standards, and delivering safe housing.Main Responsibilities* Provide clear updates on the scope, timeline, and impact of works to residents.* Serve as the...

  • Resident Liaison Officer

    2 weeks ago

    Newcastle upon Tyne, United Kingdom Straightline (NE) Ltd Full time

    **Job description** Job Title - Resident Liaison Officer Responsible to - Customer & Program Manager Responsible for - All Resident Liaison / Communications Main Requirements - Co - ordination of the programme of work and tenant requirements; **Main Duties** All tenant / company communications; Arrange access for work and report any access...

  • Resident Liaison Officer

    2 months ago

    Walton-on-Thames, United Kingdom The Oyster Partnership Full time

    Resident Liaison Officer - Programme Delivery £20.00phr LTD, 3 months temp to perm contract Based in Walton on Thames, Surrey Hybrid working available • Build strong links with residents providing a key role in consulting, liaising and supporting our customers, alongside our service providers for all major works carried out in and around our...

  • Resident Liaison Officer

    2 weeks ago

    Walton-on-Thames, United Kingdom The Oyster Partnership Full time

    Resident Liaison Officer - Programme Delivery £20.00phr LTD, 3 months temp to perm contract Based in Walton on Thames, Surrey Hybrid working available • Build strong links with residents providing a key role in consulting, liaising and supporting our customers, alongside our service providers for all major works carried out in and around our...

  • Resident Liaison Officer

    4 weeks ago

    Walton-on-Thames, United Kingdom The Oyster Partnership Full time

    Resident Liaison Officer - Programme Delivery£20.00phr LTD, 3 months temp to perm contractBased in Walton on Thames, SurreyHybrid working available• Build strong links with residents providing a key role in consulting, liaising andsupporting our customers, alongside our service providers for all major works carriedout in and around our customers’...

  • Complaints Liaison Officer

    2 weeks ago

    Kingston Upon Thames, United Kingdom Howells Solutions Full time

    **Complaints Liaison Officer - Social Housing Reactive Maintenance Kingston and surrounding areas Full time, Permanent Salary up to £28,000 plus car allowance or company vehicle** Howells are working with a leading social housing repairs & maintenance contractor to recruit a successful and proactive Complaints Liaison Officer to join their team in Kingston...

  • Resident Liaison Officer

    2 months ago

    Walton-on-Thames, United Kingdom CV-Library Full time

    Resident Liaison Officer - Programme Delivery £20.00phr LTD, 3 months temp to perm contract Based in Walton on Thames, Surrey Hybrid working available • Build strong links with residents providing a key role in consulting, liaising and supporting our customers, alongside our service providers for all major works carried out in and around our...

  • Resident Liaison Officer

    6 days ago

    Staines-upon-Thames, United Kingdom Build Recruitment Full time

    Customer Service/support representative (RLO)Staines25-28K + company van and fuel cardFull time, Mon - Fri.8am - 5pm 1 hour lunchWe are seeking a Customer Service Representative (CSR) who will play a key role in maintaining effective communication with residents in social housing properties across the Staines area during refurbishment projects. This role...

  • Resident Liaison Officer

    1 week ago

    Staines-upon-Thames, United Kingdom Build Recruitment Full time

    Customer Service/support representative (RLO)Staines25-28K + company van and fuel cardFull time, Mon - Fri.8am - 5pm 1 hour lunchWe are seeking a Customer Service Representative (CSR) who will play a key role in maintaining effective communication with residents in social housing properties across the Staines area during refurbishment projects. This role...

  • Resident Liaison Officer Specialist

    2 weeks ago

    Walton-on-Thames, United Kingdom The Oyster Partnership Full time

    **Job Summary:**We are seeking a highly skilled Resident Liaison Officer Specialist to join our team at The Oyster Partnership. As a key member of our staff, you will play a pivotal role in maintaining resident trust, achieving compliance standards, and supporting the delivery of safe, high-quality housing.**Responsibilities:Serve as the primary point of...

  • Resident Liaison Officer

    1 week ago

    Staines-upon-Thames, United Kingdom WORKMANS RECRUITMENT LIMITED Full time

    Workman's Recruitment is partnering with a highly regarded and long-established Social Housing Contractor. With over 80 years of experience, this company is known for delivering exceptional building maintenance, refurbishment, and construction services to housing associations, councils, and the public sector across London, the Southeast, and the Home...

  • Resident Liaison Officer

    2 weeks ago

    Stratford-upon-Avon, United Kingdom Orbit Group Full time

    Orbit was formed in 1967 with the aim of providing good-quality housing for people who would otherwise not be able to afford to buy their own home. Orbit has been a leader in building thriving communities ever since and are passionate about making a differenceand delivering on our core purpose of building these communities. We care about the safety,...

  • Resident Liaison Officer

    3 weeks ago

    Stratford-upon-Avon, United Kingdom Orbit Group Full time

    Orbit was formed in 1967 with the aim of providing good-quality housing for people who would otherwise not be able to afford to buy their own home. Orbit has been a leader in building thriving communities ever since and are passionate about making a difference and delivering on our core purpose of building these communities. We care about the safety,...

  • Housing Project Liaison Officer

    4 weeks ago

    Staines-upon-Thames, Surrey, United Kingdom Build Recruitment Full time

    We're looking for a skilled Housing Project Liaison Officer to work with us at Build Recruitment.This role offers a mix of both on-site and office-based work, which may take place at our head office or a designated site office.The successful candidate will have a valid driver's license and be comfortable with regular driving.Key Responsibilities:Draft and...