Resident Liaison Officer

Summary: The Resident Liaison Officer role involves supporting the development and implementation of a housing association's customer contact and stakeholder communication strategy. This position is essential for maintaining strong relationships with residents and contractors, ensuring effective communication and service delivery. The officer will act as the primary link between the organization and its stakeholders, facilitating smooth operations and addressing customer needs. The role is temporary, covering until the end of November 2025, with a hybrid working arrangement.

Key Responsibilities:

• Participate in and lead local service resident engagement strategies when required.
• Analyze key data to inform service improvement strategies.
• Coordinate responses to customers by collaborating with the local housing team and customer contact centre.
• Identify relevant internal and external stakeholders to ensure comprehensive service changes.
• Manage customer communications to maintain high satisfaction levels.
• Organize and attend stakeholder meetings, producing communication materials through various methods.
• Represent the Housing Neighbourhood Team at meetings and lead smaller project teams as appropriate.
• Provide a customer-focused service, ensuring all tasks are completed and that complaints and requests from residents and stakeholders are actioned effectively.
• Liaise with customers and act as a conduit between all relevant teams, keeping all parties informed.
• Assist in liaising with in-house service providers and contractors to ensure top-tier service delivery.
• Participate in the viewing and sign-up of customers at the handover of regeneration properties.
• Ensure compliance with GDPR regulations when processing customer data.

Key Skills:

• Prior experience as a Resident Liaison Officer.
• Proven experience in a front-line, customer-focused role within the social housing sector.
• Experience with project management methods and working within a housing association or local authority.
• Strong analytical skills with the ability to identify trends and present data effectively.
• Excellent communication skills, capable of adapting based on the audience.
• Experience in building and maintaining relationships with multiple stakeholder groups across geographical boundaries.

Salary (Rate): 25.38

City: Merton

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: Mid-Level

Industry: Other