Resident Liaison Officer (RLO) – Social Housing
£22/hr Umbrella or £17/hr PAYE | Harrow, North West London
Are you a compassionate and proactive communicator with a talent for building relationships? Do you have experience liaising with residents, ideally within social housing or property maintenance? We have an immediate opportunity for a Resident Liaison Officer to join our team in Harrow, North West London.
You'll play a vital role in our ongoing refurbishment programme. The work will involve a combination of SHDF (Social Housing Decarbonisation Fund) works and Kitchen & Bathroom replacements, ensuring residents are well-informed, supported, and happy throughout the projects.
What You'll Be Doing
As our RLO, you'll be the friendly and reliable face of our projects. Your key responsibilities will include:
1. Resident Engagement: Conducting pre-commencement visits, explaining planned works (e.g., insulation, kitchen/bathroom installations), and managing expectations.
2. Query & Complaint Resolution: Proactively addressing resident concerns, questions, and complaints with empathy and efficiency, escalating complex issues as needed.
3. Access Management: Coordinating and gaining access to properties for surveyors and trades, ensuring residents are given sufficient notice.
4. Feedback Collection: Gathering resident feedback on works and services to help us continuously improve.
5. Documentation: Maintaining accurate records of all resident interactions and communications.
6. Site Visits: Regularly visiting properties to meet residents and monitor works progress from a resident perspective.
What We're Looking For
7. Resident Liaison Experience: Proven experience in a Resident Liaison Officer role, or a similar customer-facing position within social housing, property maintenance, or construction.
8. Communication Skills: Exceptional verbal and written communication skills, with a patient and understanding approach.
9. Empathy & Professionalism: Ability to build rapport quickly, manage expectations, and handle challenging situations with tact and professionalism.
10. Organisational Skills: Highly organised with the ability to manage multiple resident cases and administrative tasks efficiently.
11. Driving & Own Car: Must hold a full, valid UK driving license and have access to your own vehicle.
12. Understanding of Refurbishment: A basic understanding of retrofit works, kitchens, and bathrooms is a plus, but training will be provided.
What We Offer
13. Competitive Pay: A choice of £22 per hour (Umbrella) or £17 per hour (PAYE Direct), depending on your preferred payment method.
14. Impactful Work: Contribute directly to improving homes and making them more sustainable for social housing residents.
15. Local Focus: Work primarily within the Harrow, North West London area.
16. Supportive Environment: Join a collaborative team committed to high standards of resident satisfaction.