Resident Liaison Officer
Resident Liaison Officer
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Job Description
United Living is a leading infrastructure construction and property services company in the UK. We help our customers and the communities they serve benefit from resilient infrastructure affordable homes and improved living spaces that are fit for the future. Our mission is to be the partner and employer of choice for designing building maintaining and connecting communities and critical infrastructure to create a more sustainable and inclusive society.
United Living Group is comprised of four complementary businesses all dedicated to realising our vision of creating a connected sustainable future; Property Services Infrastructure Services New Homes and Connected.
We are now looking for a Resident Liaison Officer to join our Property Services pillar:
Property Services We revitalise homes and communities through the regeneration of living spaces breathing new life into neighbourhoods. From delivering large programmes of work for social housing providers to ensuring the highest building safety standards we provide a range of services for public sector clients.
Tasks
Are you an experienced Resident Liaison Officer or do you have strong customer service skills from retail or care and want to move into a rewarding new role
We are seeking a Resident Liaison Officer to cover the NW10 / NW9 area to deliver excellent customer care ensuring clear communication between residents clients the call centre and operational teams while proactively addressing issues.
Key Responsibilities:
- Ensure compliance with United Living HSE&Q standards company policies processes and legislation.
- Provide high-quality service to residents resolving issues quickly and effectively.
- Attend resident meetings to assess needs agree choices/styles explain works health & safety and safeguarding.
- Maintain clear written and verbal communication with residents through letters notices newsletters visits and forums.
- Record and maintain property diaries including photos and visit logs.
- Provide out-of-hours contact information and product training as required.
- Develop strong client and resident relationships ensuring fair representation and high service levels.
- Manage complaints effectively maintaining accurate records and resolutions.
- Monitor service performance and contribute to achieving contract KPIs.
- Support the wider team call centre and Senior Resident Liaison Officer in sharing best practice and continuous improvement.
- Ensure equality diversity and inclusion policies are followed.
- Carry out post-completion follow-ups with residents ensuring satisfaction and awareness of the 12-month defect liability process.
Requirements
- 2 years experience in customer service or similar role.
- IT literate (Microsoft Office & Excel) with willingness to learn new software.
- Team player also confident working independently.
- Respectful sensitive and discreet in public-facing roles.
- Valid driving licence.
- Experience in Retrofit Housing or Planned Maintenance (desirable).
- Flexible with working hours (incl. occasional evenings).
Benefits
- Competitive salary car allowance
- Generous holidays plus bank holidays
- Opportunities for career progression aligned with the companys growth
Employment Type
Full Time
