At a Glance
- Tasks: Support and lead the Resident Liaison Officer team to enhance resident experiences.
- Company: Join PiLON, a trusted name in construction with a commitment to quality and diversity.
- Benefits: Enjoy 23 days holiday, referral rewards, shopping discounts, and a supportive culture.
- Other info: Dynamic environment with opportunities for personal and professional growth.
- Why this job: Make a meaningful impact in social housing while developing your career.
- Qualifications: Minimum two years as a Resident Liaison Officer with strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
At PiLON, we're more than just a business. We are a trusted name in construction, known for our reliability and dedication to the quality of work. As part of the United Infrastructure group, we specialise in planned maintenance and refurbishments within the social housing sector, and we're excited to welcome you to our rapidly growing team. Apply today for an opportunity to create lasting legacies together!
Our customers come from all walks of life, and so do we. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. Taking our commitment to diversity seriously, we are proud members of the Black Professionals in Construction Network, a leading organisation focused on promoting inclusion in the built environment sector.
If you are driven and reliable and you aspire to make a meaningful impact, we want to hear from you. In return, you can expect support in achieving both your personal and career aspirations, as you'll work with a team that has a strong sense of motivation and pride in what we deliver.
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? Here are some of the brilliant benefits you could get as a Senior Resident Liaison Officer:
- 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 Kingston upon Thames employer: United Living Group
At PiLON, we pride ourselves on being more than just a construction company; we are a community dedicated to making a meaningful impact in the social housing sector. Our supportive culture fosters personal and professional growth, with ample training opportunities and a commitment to diversity that strengthens our team. Located in Kingston upon Thames, we offer competitive benefits, a welcoming office environment, and the chance to be part of a dynamic team that values your contributions and well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Resident Liaison Officer in Kingston upon Thames
✨Tip Number 1
Network like a pro! Reach out to current or former employees at PiLON on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by researching PiLON’s projects and values. Show us that you’re not just another candidate; demonstrate how your experience aligns with our mission in social housing.
✨Tip Number 3
Practice your communication skills! As a Senior Resident Liaison Officer, you’ll need to be approachable and tactful. Role-play common interview questions with a friend to build your confidence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Senior Resident Liaison Officer in Kingston upon Thames
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 how you've improved customer satisfaction in previous roles. We want to see how you can bring your unique skills to our team!
Showcase Your Communication Skills:Since this role requires first-class communication skills, don’t hold back! Use clear and confident language in your application. Share examples of how you've effectively communicated with stakeholders or resolved issues in a calm and professional manner.
Demonstrate Your Proactivity:We love candidates who take initiative! In your application, mention specific instances where you've proactively identified training needs or improved processes. This will show us that you're not just reactive but also forward-thinking.
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 at PiLON!
How to prepare for a job interview at United Living Group
✨Know Your Stuff
Before the interview, make sure you understand PiLON's mission and values. Familiarise yourself with their work in social housing and how they prioritise customer satisfaction. This will help you demonstrate your alignment with their goals.
✨Showcase Your Experience
Prepare specific examples from your past roles that highlight your skills in stakeholder management and customer engagement. Be ready to discuss how you've improved customer satisfaction and handled complaints effectively.
✨Practice Active Listening
During the interview, listen carefully to the questions being asked. This shows respect and allows you to respond more thoughtfully. It’s also a great way to demonstrate your communication skills, which are crucial for the Senior Resident Liaison Officer role.
✨Ask Insightful Questions
Prepare a few questions about the team dynamics, training opportunities, or how success is measured in the role. This not only shows your interest in the position but also helps you gauge if PiLON is the right fit for you.
