At a Glance
- Tasks: Build relationships with residents and support them during home improvement projects.
- Company: Join PA Housing, a community-focused organisation dedicated to improving lives.
- Benefits: Enjoy a competitive salary, health cash plans, flexible working, and generous leave.
- Other info: Hybrid working model with opportunities for career growth and community engagement.
- Why this job: Make a real difference in residents' lives while developing your skills in a supportive environment.
- Qualifications: Experience in customer service or housing, strong communication skills, and a proactive attitude.
The predicted salary is between 34141 - 34141 £ per year.
Salary: £34,141 per annum, rising to £35,591 after probation
Location: Hybrid - Case House, Surrey or London
Employment type: Permanent
Additional role requirements: DBS Check, Full UK Driving License and access to a car for travel
Do you enjoy building relationships with residents and making sure they feel supported throughout improvement works in their homes? We’re looking for a proactive and customer focused Resident Liaison Officer to join our Asset Services team at PA Housing. This is a rewarding role where you’ll act as the key link between residents, contractors, and project teams during major works programmes across our homes and communities. You’ll support residents throughout the full works journey, making sure they feel informed, listened to, and supported every step of the way. If you enjoy problem solving, working with people, and delivering excellent customer experiences, we’d love to hear from you. This role is about more than communication. It is about building trust, supporting communities, and helping residents feel confident and cared for while improvement works take place in their homes.
What’s in it for you…. In addition to the salary, we offer a number of benefits, including:
- Health cash plans
- 26 days’ annual leave, increasing to 29 after three years, with the opportunity to buy more
- Flexible bank holidays – take them when it suits you
- Car leasing scheme
- Hybrid working – offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately two to three days per week in the office once settled in the role. This is flexible and depends on meeting cycles and board activity. We also offer an optional nine-day fortnight scheme, allowing you to compress your hours if it suits the role.
What you’ll be doing……
- Act as the main point of contact for residents throughout major works and planned investment projects
- Build strong relationships with residents, providing support and clear communication before, during, and after works take place
- Support projects including kitchens, bathrooms, windows, doors, roofing, heating upgrades, retrofit works, and communal improvements
- Identify residents’ individual needs such as mobility requirements, cultural considerations, or support needs before works begin
- Work closely with contractors and Resident Liaison Officers to ensure residents receive a consistent and positive experience
- Carry out regular site visits to ensure residents’ needs are being met and address any concerns quickly and professionally
- Support residents with complaints, access arrangements, and ongoing project updates
- Organise and attend resident meetings, coffee mornings, and community engagement events
- Work alongside internal teams and external agencies to support safeguarding concerns, anti social behaviour cases, and vulnerable residents where needed
- Promote social value opportunities including training, employment, and community initiatives linked to planned works
- Monitor customer feedback and identify opportunities to improve services and resident satisfaction
- Help ensure contractors deliver services in line with PA Housing standards, policies, and procedures
What we’re looking for:
- Have experience working in a customer service, housing, repairs, maintenance, or construction environment
- Have strong communication and relationship building skills
- Are confident managing difficult conversations and resolving issues professionally
- Can organise and prioritise a busy workload effectively
- Enjoy working with residents and supporting diverse communities
- Have experience working with contractors or external suppliers
- Are comfortable carrying out site visits and attending community meetings
- Have strong IT skills including Microsoft Office systems
- Bring a positive, proactive, and solutions focused attitude to work
- Enjoy finding creative ways to improve services and resident engagement
If specific qualifications are required, please upload them with your application to demonstrate your eligibility. At PA Housing, we believe in respect, integrity, and accountability. Our work is about people – not just properties – and we’re always looking for ways to do better. If that sounds like your kind of place, we’d love to hear from you.
Resident Liaison Officer employer: PA Housing
At PA Housing, we pride ourselves on being an excellent employer that values safety, collaboration, and professional growth. Our hybrid work culture fosters flexibility while providing ample opportunities for career development in the vital field of fire safety remediation. Join us to make a meaningful impact in enhancing resident safety and enjoy the benefits of working in a supportive environment dedicated to high-quality outcomes.
StudySmarter Expert Advice🤫
We think this is how you could land Resident Liaison Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PA Housing. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like PA Housing before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Resident Liaison Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to PA Housing:Your cover letter is your chance to shine! Tell us why you want to work at PA Housing specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at PA Housing!
How to prepare for a job interview at PA Housing
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
