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- Tasks: Lead and support the Resident Liaison Officer team to enhance resident experiences.
- Company: Join PiLON, a growing company in social housing with a supportive culture.
- Benefits: Enjoy 23 days holiday, referral rewards, shopping discounts, and professional development.
- Why this job: Make a real difference in residents' lives while developing your career.
- Qualifications: Minimum two years as a Resident Liaison Officer with strong communication skills.
- Other info: Dynamic environment with opportunities for personal growth and a focus on inclusion.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Location: Lydden Road Offices, SW18 4LR
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, fastâpaced environment, we would 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 dayâtoâday 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
- Make 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
- Ensure 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 endâtoâend 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 (plus get more days with length of service)
- Up to ÂŁ2,000 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 longâterm stability for our teams â 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 highâquality work with care, consistency, and respect for the communities we serve.
At PiLON, we don't just hire for skills â 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.
If 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 London employer: PiLON Ltd
Contact Detail:
PiLON Ltd Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Senior Resident Liaison Officer in London
â¨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.
â¨Tip Number 2
Prepare for the interview by researching the company culture and values. Show how your skills and attitude align with what theyâre looking for, especially in customer engagement and team collaboration.
â¨Tip Number 3
Practice your communication skills! Since this role requires great stakeholder management, consider doing mock interviews with friends or using online platforms to refine your approach.
â¨Tip Number 4
Donât forget to apply through our website! Itâs the best way to ensure your application gets noticed and shows youâre genuinely interested in joining our team.
We think you need these skills to ace Senior Resident Liaison Officer in London
Some tips for your application đŤĄ
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Resident Liaison Officer role. Highlight your experience in customer engagement and any relevant training you've provided, as this will show us you're a perfect fit for our team.
Showcase Your Communication Skills: Since communication is key in this role, use your application to demonstrate your ability to influence and connect with people. Share examples of how you've successfully managed stakeholder relationships or resolved complaints in a calm and professional manner.
Be Proactive in Your Approach: We love candidates who take initiative! In your application, mention any instances where you've identified training opportunities or improved processes. This will show us that youâre not just reactive but also proactive in enhancing team performance.
Apply Through Our Website: Donât forget to submit your application through our website! Itâs the best way for us to receive your details and ensures youâre considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at PiLON Ltd
â¨Know Your Stuff
Before the interview, make sure you understand the role of a Senior Resident Liaison Officer inside and out. Familiarise yourself with the company's values, mission, and recent projects. This will help you demonstrate your genuine interest and show that you're the right fit for their team.
â¨Showcase Your Communication Skills
As this role requires excellent communication, prepare examples of how you've effectively engaged with residents or stakeholders in the past. Think about situations where you resolved complaints or built trust, and be ready to discuss these experiences during the interview.
â¨Be Proactive and Solution-Oriented
Highlight your proactive approach by discussing how you've identified training needs or improved processes in previous roles. Share specific instances where your actions led to better customer satisfaction or enhanced team performance, as this aligns perfectly with the job's objectives.
â¨Ask Thoughtful Questions
Prepare some insightful questions to ask at the end of the interview. This could include inquiries about the team's current challenges or how success is measured in the role. It shows that you're not only interested in the position but also thinking about how you can contribute to the team's success.