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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 a friendly office vibe.
- Other info: Dynamic environment with opportunities for personal and professional growth.
- 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.
The predicted salary is between 35000 - 45000 £ per year.
Location: Kingston upon Thames
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 Officers 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.
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
Contact Detail:
PiLON Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Resident Liaison Officer in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even reach out to current employees at PiLON on LinkedIn. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by practising common questions related to resident liaison roles. Think about your past experiences and how they align with what PiLON is looking for. We want to hear your stories, so make them engaging and relevant!
✨Tip Number 3
Show your passion for customer care! During interviews, highlight your experience with vulnerable people and how you've improved customer satisfaction in previous roles. This will demonstrate that you truly understand the importance of the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team at PiLON. Let’s get you on board!
We think you need these skills to ace Senior Resident Liaison Officer in London
Some tips for your application 🫡
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 understand what we're looking for.
Showcase Your Communication Skills: Since communication is key in this role, use your application to demonstrate your ability to convey information clearly and effectively. Whether it's through your writing style or examples of past experiences, let us see how you can influence and connect with others.
Be Proactive in Your Approach: We love candidates who take initiative! In your application, mention specific instances where you've identified issues and implemented solutions. This will show us that you're not just reactive but also proactive in improving processes.
Apply Through Our Website: To make sure your application gets to us directly, apply through our website. It’s the best way to ensure we see your application and can consider you for this exciting opportunity with PiLON!
How to prepare for a job interview at PiLON
✨Know Your Stuff
Before the interview, make sure you thoroughly understand the role of a Senior Resident Liaison Officer. Familiarise yourself with the key responsibilities and objectives mentioned in the job description. This will help you articulate how your experience aligns with their needs.
✨Showcase Your People Skills
Since this role involves a lot of interaction with residents and team members, be prepared to share examples of how you've built trust and managed relationships in previous roles. Highlight your communication skills and any experience you have in customer engagement.
✨Demonstrate Proactivity
The company is looking for someone who thrives in a fast-paced environment. Be ready to discuss situations where you've taken the initiative to solve problems or improve processes. This will show that you can handle the dynamic nature of the role.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the training and development opportunities for the Resident Liaison Officers team or how they measure success in resident satisfaction. This shows your genuine interest in the role and the company.