Resident Liaison Officer

We are seeking a Resident Liaison Officer (Customer Service Representative) who will play a key role in maintaining effective communication with residents in social housing properties across the London area during refurbishment projects. This role offers a mix of both on-site and office-based work, which may take place at a designated site office. This is an excellent opportunity for someone with good customer service experience to join a growing business within the social housing industry. Since the position involves visiting multiple properties throughout the day, candidates must have a valid driver’s license and be comfortable with regular driving.

Key Responsibilities:

• Drafting communications related to access, work delays, changes in project scope, and addressing any issues that arise.
• Responding to residents’ questions and concerns through email, phone, or in-person home visits.
• Attending coffee mornings with the Foreperson to discuss upcoming construction activities.
• Collecting and recording Key Performance Indicators (KPIs) by gathering project booklets upon completion.
• Building and maintaining positive relationships with residents to ensure smooth project progress and resident satisfaction.

Qualifications & Skills:

• Strong interpersonal skills and experience in providing excellent face-to-face customer service.
• Previous experience as a resident liaison officer is helpful but not required.
• Excellent verbal and written communication skills.
• Ability to communicate effectively with people from various backgrounds.
• Flexibility to adapt to residents’ needs.
• Strong organizational and time management skills to handle multiple tasks efficiently.
• Basic knowledge of IT systems and software.