Resident Liaison Officer

Resident Liaison Officer (RLO)

For over 45 years, our Client has been providing building support to local authorities, social landlords, NHS trusts and private sector clients. Founded in 1979, we have a proven track record of delivering successful mechanical, electrical and security services and solutions to both commercial and domestic clients, building long-standing partnerships along the way.

Job Summary

Our Renewables/Retrofit team has an exciting opportunity available for a Resident Liaison Officer (RLO) to work between our Enfield office and our client’s office.

We are looking for a hardworking individual who can offer a professional service. Your role will be to ensure that works carried out at residents’ properties are handled smoothly from start to finish, working closely with managers, supervisors, client representatives and residents.

Main Duties and Responsibilities

• Act as the main point of contact for escalated calls from the Customer Service team

• Liaise with customers to resolve complex issues, maintaining regular contact and updating them on progress

• Attend residents’ meetings and client meetings as required

• Act as a mediator to prevent issues escalating and reduce the number of formal complaints

• Establish a resident’s charter, maintain files, and keep logs of complaints and queries

• Participate in project start-up and sign-off meetings

• Manage claims, compensation and complaints within set timescales and with care

• Contact customers to arrange follow-up work, providing feedback to Customer Service Agents on common causes of complaints

• Work with team leaders to support coaching and training needs

• Liaise with Contract Administrators regarding any issues likely to affect contracts

• Liaise with scheme managers in sheltered housing schemes

• Prepare and issue letters to neighbouring properties regarding planned works

• Meet internal quality standards relating to customer contact

• Maintain productivity levels to meet individual and team targets

• Assist Complaints and Performance Officers in logging and responding to complaints and compensation requests

• Adhere to all company and client policies on data protection, equality and diversity

• Support other contracts and projects as required to meet business needs

Person SpecificationEssential Skills / Aptitude / Knowledge

• Excellent written and verbal communication skills

• Strong IT skills (Excel, Outlook, etc.)

• Previous RLO experience within the housing sector (desirable)

• Ability to work independently and develop effective systems

• Strong team-working skills

• Appreciation of site operatives’ roles

Experience

• Minimum 2 years’ experience as an RLO (preferred)

• Qualification in customer support or equivalent (preferred)

• Experience in a similar role

Desirable

• Willingness to learn

Location

You will be expected to work on site and between our Enfield office and, when required, our client’s office.

Equality Statement

We aim to recruit the person most suited to the job. Recruitment is based solely on the applicant’s abilities and merit, measured against the job criteria. Qualifications, skills and experience will be assessed at the relevant level.

We ensure that our shortlisting, interviewing and selection process avoids discrimination of any kind, including on the grounds of age, disability, gender, marital or civil partnership status, race, nationality, ethnic origin, religion or belief, or sexual orientation.

Working for Us

• £32k salary

• 21 days’ holiday, increasing by 1 day every two years up to a maximum of 25 days, plus statutory days

• Auto-enrolment pension scheme

• Company mobile phone and uniform provided

• Employee Assistance Programme

You will join a friendly and busy team, receiving excellent training and support. As the company continues to grow, there will be opportunities for career development and progression. We recognise individual talent, encourage professional growth and reward success.

If you have the talent, energy and drive—and are eager to learn—we want to hear from you!

Additional Information

• 3-month probationary period

• Monday to Friday, 08:00–17:00, with a 1-hour unpaid lunch break

• Paid monthly via BACS

• We are an equal opportunities employer