Join to apply for the Resident Liaison Officer Lead role at Lovell Partnerships Ltd
We are seeking an experienced customer care professional to lead resident liaison activities across multiple sites, including Quinton, United Kingdom.
Responsibilities
* Report to the Customer Experience Manager / Operations Manager and drive consistency, quality, and engagement across resident communications and processes.
* Apply the resident engagement framework and ensure resident information packs are accurate, accessible, and aligned across projects.
* Spend time with site teams and residents to identify improvement opportunities and translate insights into meaningful actions.
* Provide guidance, mentoring, and ongoing support to Resident Liaison Officers (RLOs) to deliver outstanding service.
* Monitor complaints and lessons learned to promote social value and support the set-up of new projects and CRM systems.
* Champion collaboration, continuous improvement, and clear communication, ensuring that every task is completed to a high standard and on time.
Qualifications
* Similar customer care or resident liaison experience.
* Good IT skills – Microsoft Word, Excel, PowerPoint, Outlook.
* Ability to research content, analyse feedback/KPI results and influence without authority.
* Strong communication skills, attention to detail and a passion for making a difference in people’s lives.
Benefits
* Bonus entitlement based on performance KPIs
* Holidays – 26 days
* Life Assurance
* Pension
* Private medical insurance
* Ability to purchase additional holiday
* Access to discount portal
* Cycle to Work scheme and the Lovell Way to EV salary sacrifice car scheme
* Digital GP
* Employee assistance programme
Location: Quinton, England, United Kingdom
Lovell is an equal opportunities employer who encourages and values diversity and inclusion within our teams. We are committed to enhancing the communities in which we work, building quality homes for real people and looking after our own people.
Culture: The Lovell culture is based on empowering colleagues to make decisions at a regional and local level, challenging the status quo, and working as one to achieve our goals.
Seniority level: Associate
Employment type: Full-time
Job function: Customer Service
Industries: Construction
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