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 35000 - 45000 £ 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 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, offering extensive training opportunities, competitive benefits, and a commitment to diversity that strengthens our team. Join us in Kingston upon Thames, where your contributions will be valued, and you can take pride in creating lasting legacies together.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Resident Liaison Officer
✨Tip Number 1
Network like a pro! Reach out to current employees at PiLON on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for your application process. It’s all about making connections!
✨Tip Number 2
Prepare for the interview by researching PiLON's projects and values. Show that you understand their commitment to quality and community. Tailor your answers to reflect how your experience aligns with their mission.
✨Tip Number 3
Practice your communication skills! As a Senior Resident Liaison Officer, you'll need to be approachable and diplomatic. Role-play common interview questions with a friend to boost your confidence.
✨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 being part of the PiLON team.
We think you need these skills to ace Senior Resident Liaison Officer
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the role shine through! We want to see how much you care about making a meaningful impact in the community and how you can contribute to our team at PiLON.
Tailor Your CV:Make sure to customise your CV to highlight relevant experience as a Resident Liaison Officer. We’re looking for specific skills like communication and stakeholder management, so don’t be shy about showcasing those!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your key achievements and experiences are easy to spot. This helps us quickly see why you’d be a great fit for our team.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us without any hiccups. Plus, it shows you’re keen on joining our fantastic team at PiLON!
How to prepare for a job interview at United Living Group
✨Know Your Stuff
Before the interview, make sure you thoroughly 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 and show that you're genuinely interested in the role.
✨Showcase Your Experience
Prepare specific examples from your past roles that highlight your experience as a Resident Liaison Officer. Focus on situations where you've improved customer engagement or resolved complaints effectively. This will illustrate your capability to meet the expectations outlined in the job description.
✨Practice Your Communication Skills
As a Senior Resident Liaison Officer, strong communication is key. Practice articulating your thoughts clearly and confidently. You might even want to do a mock interview with a friend to refine your responses and ensure you can convey your ideas effectively during the actual interview.
✨Ask Insightful Questions
At the end of the interview, be ready to ask thoughtful questions about the team dynamics, training opportunities, and how success is measured in the role. This not only shows your interest but also helps you gauge if PiLON is the right fit for you.
