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- Tasks: Lead and support the Resident Liaison Officer team to enhance resident experiences.
- Company: Join PiLON, a dynamic company with over 20 years of success in social housing.
- Benefits: Enjoy 23 days holiday, referral rewards, shopping discounts, and a supportive culture.
- Other info: Opportunities for personal development and a welcoming team environment.
- Why this job: Make a real impact in a role that values your skills and attitude.
- Qualifications: Minimum two years as a Resident Liaison Officer with strong communication skills.
The predicted salary is between 35000 - 45000 £ per year.
Location: Kingston upon Thames
While professional experience and qualifications are key for this role, make sure to check you have the preferable soft skills before applying if required.
Salary: Competitive package
Contract type: Permanent, full-time role
Please note: Appointment to this role is subject to a satisfactory Enhanced Disclosure and Barring Service (DBS) check.
We are on the lookout for a driven, energetic, and proactive Senior Resident Liaison Officer to take a leading role in supporting our Resident Liaison Officer team. If you enjoy working with people, building trust, are approachable, tactful, and diplomatic and if you thrive in being part of a dynamic, fast-paced environment, we'd love to hear from you.
As a Senior Resident Liaison Officer, you will work closely with our Resident Liaison Manager and play a key role in strengthening our day-to-day operations by supporting our Resident Liaison Officers across the business, ensuring to meet regularly, in person, to align on processes and best practices.
The ideal candidate is someone with a minimum of two years of continuous experience in a Resident Liaison Officer role, as well as experience in Customer Engagement and improving Customer Satisfaction.
Main Objectives of the role:
- Monitor and identify training and development opportunities for the Resident Liaison Officer team
- Support the design and implementation of the onboarding training program for the new Resident Liaison Officers, making sure everyone goes through the appropriate training as part of their induction
- Making sure that new as well as existing Resident Liaison Officers across the organisation are trained and follow the company’s processes in a consistent manner
- To ensure that residents have the best possible experience with PiLON, whilst making sure that project compliance and residents' satisfaction KPIs are met
- Work collaboratively as part of the site team to deliver the required services in line with the contract requirements, following company policy and procedures
- Drive the continuous improvement of end-to-end processes related to clients' and residents interaction
Do you have what it takes?
- Great communication and stakeholder management skills, collaborative approach, with a natural style that builds a strong team and network
- Ability to work at a pace and respond quickly to changing demands and priorities
- Knowledge of administration, methods of reporting and Key Performance Indicators
- A proven understanding of Customer Care with particular reference to vulnerable people is essential
- First Class communication skills; must be able to influence and communicate very confidently both verbally and in writing, at all levels, is essential
- Proactive, with the ability to deal with issues and complaints in a calm and professional manner
Why work with us?
- 23 days of holiday per year, excluding Bank Holidays (+ get more days with length of service)
- Up to £2,000 reward for successful recommendations as part of our referral scheme
- Significant savings on daily shopping through our benefits portal
- A welcoming office, snacks, beverages, friendly colleagues and team socials throughout the year
- A supportive culture and a great team with exceptional talent and experience
- Trained Mental Health First Aiders support
- Annual training budget so you can focus on your personal and professional development and much more
About us:
With over 20 years of success behind us, PiLON began an exciting new chapter in 2024 as part of the United Infrastructure Group. This growth means more opportunity, broader expertise, and long-term stability for our teams - and a stronger platform for people to build lasting careers. We specialise in planned maintenance and refurbishment within the social housing sector and are known for delivering high-quality work with care, consistency, and respect for the communities we serve. At PiLON, we don’t just hire for skills - we hire for attitude, potential, and values. We actively welcome people from a wide range of backgrounds, knowing that diverse teams perform better and create better outcomes. Our commitment to inclusion is reflected in our membership of the Black Professionals in Construction Network, supporting positive change across the built environment. You’re reliable, motivated, and looking for a role where your work genuinely matters, PiLON offers a supportive environment, opportunities to develop, and the chance to be proud of what you do every day.
Senior Resident Liaison Officer in Surrey employer: Pilon Limited
Contact Detail:
Pilon Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Resident Liaison Officer in Surrey
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. This can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer engagement and stakeholder management. We want you to showcase your soft skills, so think of examples that highlight your approachability and diplomacy.
✨Tip Number 3
Research PiLON and its values thoroughly. Show us that you understand our commitment to community and customer care. Tailor your responses to reflect how your values align with ours during the interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Senior Resident Liaison Officer in Surrey
Some tips for your application 🫡
Show Off Your Soft Skills: We want to see your personality shine through! Make sure to highlight your soft skills like communication, approachability, and teamwork in your application. These are just as important as your professional experience.
Tailor Your Application: Don’t just send a generic CV and cover letter. We love it when candidates tailor their applications to the role. Mention specific experiences that relate to being a Senior Resident Liaison Officer and how you can contribute to our team.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured documents that are easy to read. Avoid jargon and make sure your key points stand out!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Pilon Limited
✨Know Your Soft Skills
Before the interview, take a moment to reflect on your soft skills. As a Senior Resident Liaison Officer, you'll need to demonstrate great communication, approachability, and diplomacy. Think of specific examples from your past experiences where you've successfully used these skills to build trust and resolve issues.
✨Research the Company Culture
Familiarise yourself with PiLON's values and culture. They emphasise teamwork, support, and community engagement. During the interview, mention how your personal values align with theirs and share instances where you've contributed positively to a team environment.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities and customer care experience, especially regarding vulnerable individuals. Prepare by thinking of scenarios where you had to handle complaints or improve customer satisfaction, and be ready to discuss the outcomes.
✨Show Your Proactive Side
The role requires a proactive approach to training and development. Be prepared to discuss how you've identified training needs in previous roles or how you've contributed to process improvements. Highlight your ability to adapt quickly to changing demands, as this is crucial in a fast-paced environment.