Managing Resident Liaison

Resident Liaison Manager – Social Housing Planned Maintenance\\n Based in Watford\\n Full time, permanent\\n £45,000 – £55,000 per annum DOE + car allowance OR company vehicle\\n\\nWe are working with a leading national contractor to find a successful and proactive Resident Liaison Manager to oversee a team of RLOs covering planned maintenance projects within social housing properties.\\n\\nIt will be your responsibility to develop positive relationships with residents to provide information and support during refurbishment, maintenance, and major works programmes. You will prevent and limit dissatisfaction, resolve complaints and queries quickly and efficiently. This scheme is working closely with a public sector client, so previous experience working for a main contractor on similar projects is essential.\\n\\nKey Responsibilities:\\n\\nOverseeing 4 – 5 RLOs while supporting the Operations Manager and Contracts Manager\\n\\nImplementing departmental policies and objectives to ensure consistent service delivery\\n\\nEstablishing and following operating systems and procedures in line with company standards\\n\\nTraining and mentoring RLOs, ensuring that all procedures are being adhered to\\n\\nMonitoring, recruiting, and allocating resources across multiple projects to meet delivery demands\\n\\nManaging project performance and KPIs, conducting regular performance reviews, and seeking continuous improvement\\n\\nEnsuring all correspondence follows the quality management system\\n\\nLeading on RLO contract initiation and setup activities\\n\\nCarrying out appraisals and performance reviews within the RLO team\\n\\nActing as the escalation point for resident complaints and overseeing effective resolution\\n\\nAttending all customer care meetings with business units and client partnerships-sharing best practices to continually improve customer care\\n\\nCommunicating with site management and clients to ensure the RLO service is always first-class\\n\\nRegularly reporting on team performance and project updates to senior management\\n\\nReviewing practices and procedures within the department to meet client and resident expectations\\n\\nCarrying out disciplinary procedures as required, in line with company policies\\n\\nMonitoring and analysing customer satisfaction KPIs, addressing underperformance, and reinforcing the importance of service excellence\\n\\nAttending community functions such as resident surgeries, open evenings, and focus groups to gather feedback and understand residents' individual needs\\n\\nWhat we are looking for:\\n\\nStrong interpersonal and communication skills\\n\\nStrong administration and organisational abilities\\n\\nProactive attitude with the ability to work on your own initiative\\n\\nExperience working in a fast-paced environment\\n\\nAbility to quickly learn and adapt to new software and systems\\n\\nFull UK Driving License\\n\\nFor more information, please apply online now