At a Glance
- Tasks: Engage with residents, ensuring clear communication and support during improvement programmes.
- Company: Join Peabody, a values-driven organisation focused on community and customer care.
- Benefits: Enjoy flexible benefits, additional volunteering days, and a strong pension contribution.
- Other info: Be part of a supportive team that celebrates diversity and empowers its members.
- Why this job: Make a real difference in residents' lives while developing your customer service skills.
- Qualifications: Experience in customer engagement and excellent communication skills are essential.
The predicted salary is between 25000 - 30000 £ per year.
We are looking for a passionate and customer-focused Resident Liaison Officer to join our Investment directorate and play a key role in ensuring residents and leaseholders are fully informed, supported and engaged throughout our planned investment and improvement programmes. In this role, you will act as the primary link between residents, contractors and Peabody teams, ensuring communication is clear, timely and effective. You'll work proactively to resolve access issues, support vulnerable residents, minimise disruption during works and help create positive customer experiences throughout the delivery of our programmes.
What You'll Do
- Provide exceptional customer service, building strong relationships with stakeholders and delivering timely communication with customers.
- Work to resolve problems of access and ensure vulnerable residents are supported and those with language difficulties are communicated with effectively, identifying individual needs.
- Enhance engagement and collaboration with our customers, Leaseholders, contractors, consultants, and stakeholders in delivering the Investment programme, and promoting our values and vision.
- Ensure the Investment customer communication is managed and distributed effectively.
- Attend contractor meetings, providing reports and information to assist in the management of the Investment contracts.
- Work within the asset management project team to monitor resident satisfaction with the works programme, projects and contractors’ performance through the use of KPIs and to translate these into operational and strategic improvements.
- Monitor quality and ensure customer service standards are adhered to.
- Support the Peabody Complaints Team in the investigation, management, and response to complex complaints from customers.
What You'll Need
- Experience within resident liaison, customer engagement, customer service, housing or a similar customer-focused environment.
- Excellent communication and interpersonal skills, with the ability to engage confidently with a diverse range of stakeholders.
- Strong customer care skills and a genuine commitment to delivering outstanding service.
- Ability to build effective working relationships across operational and professional teams.
- Good organisational skills with the ability to manage competing priorities and deadlines.
- Strong problem-solving skills and a proactive approach to overcoming obstacles.
- Good IT skills and experience using Microsoft Office applications.
Why Join Us?
When you join Peabody, you're joining a team guided by our values: Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. We believe in creating a workplace where everyone feels supported, included, and empowered.
What We Offer
- Two additional paid volunteering days each year.
- Flexible benefits scheme, including family-friendly benefits and access to a discount portal.
- 4 x salary life assurance.
- Up to 10% pension contribution.
Please read before applying: Peabody does not provide sponsorship as a licensed UK employer. If this sounds like the right opportunity for you, we'd love to hear from you. Please apply now by submitting an anonymised CV and a short statement explaining why you're the perfect fit for this role.
If you have any questions about this role, please contact Ryan Loasby, Talent Specialist.
Interview Date: Friday 31st July 2026 at Peabody, 45 Westminster Bridge Rd, London SE1 7JB
The closing date for this advert will be 24th July 2026. However, we reserve the right to close this advert early should we receive a high volume of suitable applications.
Resident Liaison Officer in London employer: Peabody
At Peabody, we pride ourselves on being an exceptional employer that fosters a supportive and inclusive work environment. As a Digital Marketing Executive, you'll have the opportunity to contribute to meaningful marketing campaigns that enhance the customer journey in the new homes sector across London and the Home Counties. With flexible benefits, additional volunteering days, and a strong commitment to employee growth and diversity, Peabody is dedicated to empowering its team members to thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Resident Liaison Officer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Peabody. 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 Peabody 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 in London
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 Peabody:Your cover letter is your chance to shine! Tell us why you want to work at Peabody 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 Peabody!
How to prepare for a job interview at Peabody
✨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.
