Resident Liaison Officer

Resident Liaison Officer

Hourly Rate: £17.40 PAYE
Location: N5, London
Job Type: Temporary (until end of March 2026)We are seeking a Resident Liaison Officer to support the development and implementation of a customer contact and stakeholder communication strategy. This role is crucial in ensuring that we effectively hear and incorporate our residents' views, delivering on service promises and maintaining high levels of customer satisfaction.

Day-to-day of the role:

Participate in and occasionally lead local service resident engagement strategies.
Analyse key data to inform service improvement strategies.
Facilitate and coordinate responses to customers by collaborating with the local housing team, Customer Contact Centre, and other relevant teams.
Identify relevant internal and external stakeholders to ensure comprehensive understanding and management of service changes.
Manage customer communications to maintain high satisfaction levels.
Organise meetings, briefings, and produce communication materials using various methods.
Act as a key member of the Housing Project Team, representing the team at meetings and leading smaller project teams as needed.
Provide a customer-focused service, ensuring all tasks are completed and any complaints or requests from residents are actioned effectively.
Liaise with customers and act as a conduit between all relevant teams, ensuring all parties are kept informed.
Assist in liaising with in-house service providers, M&E contractors, and external subcontractors to ensure top-tier service delivery.Required Skills & Qualifications:

Proven experience in a front-line, customer-focused role within the social housing sector.
Familiarity with project management methods and experience in Repairs & Maintenance or within a housing association or local authority.
Excellent analytical skills with the ability to identify trends and present data effectively.
Strong letter writing and report composition skills.
Experience in building and maintaining relationships with multiple stakeholder groups across geographical boundaries and influencing positive change.
Excellent communication skills with the ability to adapt based on the audience.To apply for the Resident Liaison Officer position, please submit your CV your relevant experience