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- Tasks: Lead and support a team of Resident Liaison Officers to enhance resident experiences.
- Company: Join PiLON, a dynamic company with over 20 years in social housing.
- Benefits: Enjoy 23 days holiday, referral rewards, shopping discounts, and a supportive culture.
- 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: Be part of a diverse team committed to inclusion and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Location: Nottingham area
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 employer: PiLON
Contact Detail:
PiLON Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Resident Liaison Officer
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend local events, join relevant groups on social media, and don’t be shy to reach out to current employees at PiLON. Building relationships can open doors that applications alone can't.
✨Tip Number 2
Prepare for interviews by researching PiLON’s values and recent projects. Show us you’re not just interested in the role but also in our mission. Tailor your responses to highlight how your experience aligns with what we do, especially in customer engagement and satisfaction.
✨Tip Number 3
Practice your communication skills! As a Senior Resident Liaison Officer, you’ll need to influence and engage with various stakeholders. Role-play common interview scenarios with a friend or use online resources to refine your approach and boost your confidence.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can leave a lasting impression. Use this opportunity to reiterate your enthusiasm for the role and how you can contribute to the team at PiLON.
We think you need these skills to ace Senior Resident Liaison Officer
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, especially in a fast-paced environment. This will show us you're the proactive type we need on our team.
Apply Through Our Website: To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to keep track of your application and ensure you’re considered for this exciting opportunity!
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 is proactive and can handle changing demands. Think of specific instances where you've taken the initiative to solve problems or improve processes. This will show that you can thrive in a dynamic environment.
✨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 or how the team collaborates on projects. This shows your genuine interest in the role and the company culture.