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- Tasks: Support residents during planned maintenance with clear communication and exceptional service.
- Company: Join a leading social housing company focused on enhancing resident experiences.
- Benefits: Competitive salary, car allowance, full training, and career progression opportunities.
- Why this job: Make a real difference in residents' lives while developing your skills in a supportive environment.
- Qualifications: Experience as a Resident Liaison Officer and strong customer care skills required.
- Other info: Dynamic role with opportunities for professional growth and collaboration.
The predicted salary is between 28000 - 42000 £ per year.
The company’s Planned Works are seeking a proactive and customer-focused Resident Liaison Officer (RLO) to support residents throughout planned maintenance and improvement works. The RLO will ensure clear communication, minimal disruption, and exceptional customer service as we work to maintain and enhance residents' homes. The RLO will collaborate closely with clients, project teams, operatives, and subcontractors, delivering timely and accurate information to residents both verbally and in writing. This role is central to promoting a positive resident experience and upholding the company’s customer service standards.
Key Responsibilities
- Maintain confidentiality of all resident information in line with GDPR requirements.
- Understand the programme, scope of works, and planned activities.
- Schedule appointments with residents and manage booking/non-access schedules via our process management system.
- Issue weekly reports to site and contract management teams.
- Prepare and distribute all resident communications (letters, newsletters, booklets) using clear, positive, and engaging language.
- Champion high-quality resident service delivery and monitor performance to ensure a positive impact on residents.
- Handle tenant enquiries promptly and liaise with delivery teams to provide updates on work changes, cancellations, and progress.
- Adapt communication and working practices to meet the needs of diverse clients and residents.
- Attend all training courses identified by your Line Manager to support professional development.
Consumer Standards
- Understand the Consumer Standards set by the Social Housing Regulator and support clients in meeting their obligations.
- While visiting properties, conduct additional checks and discreetly report concerns related to condition or decency (e.g., damp, mould) to the client organisation.
- Record Resident Satisfaction Scoring (RSS) for all work instructions in the required format.
- Listen to resident concerns and record all interactions on the process management system (EasyBOP), escalating significant issues to your Line Manager.
- Attend mandatory training such as Dementia Friends and Safeguarding, reporting any welfare or vulnerability concerns appropriately.
Collaboration & Communication
- Work collaboratively with clients, contractors, internal teams, and stakeholders to deliver a consistent customer-focused service.
- Act as an ambassador for the team, engaging staff, listening to their insights, and involving them in decisions to improve service delivery.
- Communicate effectively to ensure alignment and understanding across all parties.
- Participate in regular project review meetings to discuss aftercare progress, challenges, and resident feedback.
Person Specification
Knowledge & Experience
- Strong customer care background, ideally within a fast-paced environment.
- Highly IT literate with good working knowledge of MS Office and job management systems.
- Understanding of occupied refurbishment and resident engagement processes.
- Previous experience in an RLO or similar resident-facing role.
Qualities & Attitude
- Excellent communication and interpersonal skills; polite, professional, and courteous at all times.
- Strong organisational abilities with a proactive approach and excellent attention to detail.
- Flexible and professional manner, with a positive "can-do" attitude.
- Team-oriented with a solutions-focused mindset.
- Empathy and understanding towards residents' needs and concerns.
What We Offer
- Full training and ongoing support.
- Opportunities to learn systems management, compliance, and business operations.
- Friendly and supportive working environment.
- Clear career progression within the company.
If you have the relevant experience and believe this Resident Liaison Officer role suits you, please email your CV directly.
RLO - LONDON - EC1R- 35K INC Car Allowance - Planned works in City of London employer: Regen Solutions
Contact Detail:
Regen Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land RLO - LONDON - EC1R- 35K INC Car Allowance - Planned works in City of London
✨Tip Number 1
Network like a pro! Reach out to your contacts in the social housing sector and let them know you're on the lookout for an RLO role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its projects. Familiarise yourself with their planned works and think about how your experience aligns with their needs. This will help you stand out as a candidate who truly understands their mission.
✨Tip Number 3
Practice your communication skills! As an RLO, you'll need to convey information clearly and positively. Role-play common scenarios with a friend to boost your confidence and ensure you're ready to handle resident queries effectively.
✨Tip Number 4
Don't forget to apply through our website! We make it easy for you to submit your application and showcase your skills. Plus, it shows you're serious about joining our team and contributing to a positive resident experience.
We think you need these skills to ace RLO - LONDON - EC1R- 35K INC Car Allowance - Planned works in City of London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience as a Resident Liaison Officer. Use keywords from the job description to show that you understand what we're looking for and how you fit the bill.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share specific examples of how you've provided exceptional customer service in past roles, especially in social housing or planned works. We want to see your personality come through!
Show Off Your Communication Skills: Since communication is key in this role, make sure your application reflects your ability to convey information clearly and positively. Whether it's your CV or cover letter, keep it engaging and professional.
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 don’t miss out on any important updates about your application status!
How to prepare for a job interview at Regen Solutions
✨Know Your Stuff
Before the interview, make sure you thoroughly understand the role of a Resident Liaison Officer. Familiarise yourself with the planned works process, the importance of clear communication, and how to handle resident concerns. This will show that you're not just interested in the job, but that you genuinely understand what it entails.
✨Showcase Your Customer Service Skills
Since this role is all about exceptional customer service, be ready to share specific examples from your past experiences. Think of situations where you went above and beyond for residents or clients, and how you managed to resolve issues effectively. This will highlight your proactive approach and commitment to resident satisfaction.
✨Prepare for Scenario Questions
Expect questions that put you in real-life scenarios related to the role. For instance, how would you handle a resident's complaint about noise during planned works? Practising your responses to these types of questions can help you articulate your thought process and demonstrate your problem-solving skills.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the types of projects you'll be working on, or how success is measured in this role. This shows your genuine interest in the position and helps you gauge if the company culture aligns with your values.
