Job Title: Resident Liaison Officer
Location: Central & West London (3 days on-site, 2 days from home)
Rate: £23.10 per hour umbrella
About the Role
We are currently seeking an experienced and compassionate Resident Liaison Officer to support residents through their complex repairs journey across sites in Central and West London.
This is a hybrid position, requiring 3 days on-site presence and 2 days working from home, offering a balanced and flexible working arrangement.
You will act as the vital link between residents and our complex repairs team, ensuring clear communication, proactive case management, and a high standard of resident care throughout the repairs process.
Key Responsibilities
Act as the main point of contact for residents during complex repair cases.
Maintain an on-site presence in residents' homes to provide enhanced, face-to-face support.
Liaise with the planning team to schedule and manage appointments related to complex repairs.
Provide timely and professional communication via home visits, phone, email, and written correspondence.
Escalate, log, and manage resident complaints, ensuring compliance with response time standards.
Support priority decant cases, ensuring all moves are thoroughly risk assessed and smoothly executed.
Develop action plans in collaboration with key stakeholders and monitor progress through to resolution.
Manage a complex repairs caseload from initial report to successful completion.
Identify safeguarding concerns, follow safeguarding procedures, and make appropriate referrals to ensure resident safety and wellbeing.
About You
Experience in a resident-facing role within housing, repairs, property services, or a similar environment.
Strong communication skills with the ability to build trust and manage sensitive situations.
Confident handling complex cases and working with multiple stakeholders.
Organised and able to manage a varied caseload effectively.
Knowledge of safeguarding principles and complaint handling procedures is highly desirable.
A proactive, empathetic, and solution-focused approach.
If you are passionate about delivering excellent resident support and have experience managing complex repair cases, we would love to hear from you.
Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown is acting as an Employment Business in relation to this vacancy