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- Tasks: Support residents during maintenance works, ensuring 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: Previous experience as a Resident Liaison Officer and strong customer care skills required.
- Other info: Dynamic role with opportunities for professional development and collaboration.
The predicted salary is between 28000 - 42000 £ per year.
Location: Slough
Salary: £35,000 per annum including car allowance
Sector: Social Housing - Planned works
MUST HAVE OWN VEHICLE AND PREVIOUS RLO EXPERIENCE
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 Guildmore'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 feel this Resident Liaison Officer position is suitable for you and you have the relevant experience, please email your CV directly.
Resident Liaison Officer - Slough - 35k - inc car allowance in Langley employer: Regen Solutions
Contact Detail:
Regen Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resident Liaison Officer - Slough - 35k - inc car allowance in Langley
✨Tip Number 1
Get to know the company inside out! Research their values, recent projects, and how they engage with residents. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Resident Liaison Officer, you'll need to be clear and engaging. Try role-playing scenarios with friends or family to get comfortable with handling resident queries and concerns.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn to gain insights about the company culture and expectations. They might even give you tips on how to stand out during the interview process.
✨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 serious about joining the team and ready to take on the challenges of the role.
We think you need these skills to ace Resident Liaison Officer - Slough - 35k - inc car allowance in Langley
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your previous RLO experience and customer care background. We want to see how your skills match the role, so don’t be shy about showcasing your relevant achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the Resident Liaison Officer role. Keep it engaging and make sure to mention your proactive approach and communication skills.
Showcase Your IT Skills: Since we’re looking for someone highly IT literate, don’t forget to mention your experience with MS Office and any job management systems you’ve used. This will help us see that you can hit the ground running!
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 Regen Solutions
✨Know Your Stuff
Before the interview, make sure you thoroughly understand the role of a Resident Liaison Officer. Familiarise yourself with the key responsibilities and the company’s approach to customer service in social housing. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Experience
Be ready to discuss your previous experience as an RLO or in a similar resident-facing role. Prepare specific examples of how you've handled tenant enquiries, managed communications, and ensured minimal disruption during planned works. This will demonstrate your capability and fit for the job.
✨Communicate Clearly
Since communication is key in this role, practice articulating your thoughts clearly and concisely. Use positive language and be engaging when discussing your experiences. This will reflect your ability to communicate effectively with residents and stakeholders alike.
✨Ask Insightful Questions
Prepare a few thoughtful questions to ask at the end of the interview. Inquire about the team dynamics, the types of projects you'll be involved in, or how the company measures resident satisfaction. This shows your enthusiasm for the role and helps you gauge if the company is the right fit for you.
