At a Glance
- Tasks: Lead and support a team of Resident Liaison Officers to enhance resident experiences.
- Company: Join PiLON, a trusted name in construction with a commitment to quality and community.
- Benefits: Enjoy 23 days holiday, referral rewards, shopping discounts, and a supportive culture.
- Other info: Be part of a diverse team that values attitude, potential, and inclusion.
- Why this job: Make a meaningful impact in social housing while developing your career in a dynamic environment.
- Qualifications: Minimum two years as a Resident Liaison Officer with strong communication and customer care 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. 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 & Training Lead employer: United Living Group
At PiLON, we pride ourselves on being more than just a construction company; we are a community-focused employer dedicated to fostering a diverse and inclusive work environment. Our supportive culture encourages personal and professional growth, offering extensive training opportunities and a competitive benefits package, including generous holiday allowances and team-building activities. Join us in Kingston upon Thames, where your contributions will make a meaningful impact in the social housing sector, and be part of a team that values reliability, motivation, and pride in delivering exceptional service.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Resident Liaison & Training Lead
✨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 understand our commitment to quality and community. Tailor your answers to reflect how you can contribute to our mission.
✨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 & Training Lead
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, especially in customer engagement and training. We love seeing how your background aligns with our values and the specific requirements of the Senior Resident Liaison Officer role.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your skills and experiences are easy to understand. Avoid jargon and focus on what makes you a great fit for our dynamic team.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our fantastic team at PiLON!
How to prepare for a job interview at United Living Group
✨Know the Company Inside Out
Before your interview, take some time to research PiLON and its values. Understand their commitment to diversity and community engagement, as well as their focus on quality in construction. This will help you align your answers with what they stand for.
✨Showcase Your Communication Skills
As a Senior Resident Liaison Officer, strong communication is key. Prepare examples of how you've effectively communicated with stakeholders or resolved conflicts in the past. Be ready to demonstrate your ability to influence and engage with various audiences.
✨Highlight Your Training Experience
Since the role involves supporting training and development, come prepared with specific examples of how you've contributed to training programmes or improved team performance in previous roles. This will show that you can add value to their onboarding process.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle complaints. Think of scenarios where you've had to deal with difficult situations calmly and professionally, especially in customer care contexts. This will demonstrate your proactive approach and resilience.
