Resident Liaison Officer (RLO) Ashford Temporary Full Time Join a forward-thinking Housing Association in Ashford as a Resident Liaison Officer, supporting the delivery of responsive repairs and maintenance services while ensuring excellent customer satisfaction. THE ROLE As Resident Liaison Officer, you will be the key point of contact for residents, supporting and guiding them through housing repair, complaint and disrepair processes. Your role will be essential in maintaining service quality and improving tenant experiences. Manage customer journeys for repairs, complaints, and disrepair cases Respond to dissatisfaction at first point of contact, aiming to resolve and de-escalate issues Investigate and resolve MP and Councillor enquiries in line with council procedures Maintain complaint logs and disrepair trackers to report trends and lessons learned Conduct home visits to meet residents, assess works and gather evidence Arrange appointments and ensure resident satisfaction with completed repairs Liaise with contractors and internal teams to deliver excellent serviceTHE CANDIDATE The ideal candidate will have strong experience in a customer-facing role, ideally within a social housing, local authority or construction environment, with a good understanding of repairs and maintenance processes. Experience in a Resident Liaison Officer or similar role within housing Strong interpersonal skills with a proactive and empathetic ap...