Resident Liaison Officer

**Job reference**: 001790

**Salary**: £33,113 rising to £34,520 after passed probation

**Closing date**: 26/08/2025

**Location**: Hybrid - Case House, Surrey or London

**Employment type**: Permanent

**Hours Per Week**: 35

**Additional role requirements**:

- DBS check

**A little bit about what we are looking for...**

At PA Housing, we’re committed to delivering outstanding services that improve the lives of our residents. We're looking for an energetic and proactive Resident Liaison Officer to be the face of PA Housing In this key role, you'll be at the heart of connecting with our residents, supporting them alongside our contractors during planned works carried out by our Programme Delivery Team in and around their homes. As the main point of contact for residents throughout the process, you'll play an essential part in ensuring a smooth experience and helping our team deliver top-notch service. Your contribution will be vital in achieving high levels of resident satisfaction and ensuring that every aspect of our service meets their needs.

We embrace the future of work with our hybrid working model, offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending time out in the community with residents, and other times working in a flexible way. Your well-being and confidence in your role are paramount to us, and we're committed to providing the flexibility you need to excel.

As part of our commitment to promoting work-life balance, we offer an optional 9-day fortnight scheme*. With this arrangement, you have the opportunity to compress your hours into nine days, allowing you to enjoy a bonus day off every fortnight. It's our way of empowering you to achieve greater flexibility and recharge, helping you be your best self.

**Your responsibilities...**
- Forge strong connections with residents, playing a key role in consulting, liaising, and providing support alongside contractors during planned works in and around their homes.
- Proactively identify residents' needs and special requirements, including mental health, cultural sensitivities, and mobility restrictions, before works begin.
- Spot and refer any signs of anti-social behaviour, safeguarding issues, vulnerable residents, abuse, or exploitation to the Tenancy Solutions Team, ensuring timely and appropriate intervention.
- Take the lead on community investment and resident involvement, collaborating with partnering contractors to deliver impactful social value.
- Collaborate closely with safer neighbourhood teams, external agencies, and local partners to successfully deliver planned and major works.
- Work alongside financial inclusion teams to confidently signpost residents to valuable training, education, and employment opportunities.
- We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert._
- Educated to GCSE level (grade A-C) or able to demonstrate relevant experience that meets the needs of this role.
- Holds an NVQ Level 2 or equivalent qualification in Customer Service.
- Brings knowledge and experience in working with contractors and suppliers effectively.
- Skilled in complaint resolution, with hands-on experience using complaint management systems.
- Proven track record in a customer service role or a similar position, delivering exceptional service.

**Disclosure and Barring Service**:
So why do we need to know this information? This role will be required to visit / support PA Housing residents in their own homes on a regular basis. Therefore we have a duty to our residents to ensure that we have taken precautions regarding who will be visiting them and representing PA Housing.

**AGENCIES: We know where you are if we need your support so please do not contact us.**

**Job Types**: Full-time, Permanent

Pay: £33,113.00-£34,520.00 per year

**Benefits**:

- Casual dress
- Company events
- Cycle to work scheme
- Enhanced maternity leave
- Free flu jabs
- Work from home

Work Location: Hybrid remote in Walton-on-Thames KT12 1DZ

Reference ID: 1790