About the Role
and our Ideal Candidate
We’re looking for two enthusiastic, customer-focused Resident Liaison Officers to support residents through our Planned & Major Works programmes. You’ll be the key point of contact for residents, ensuring they feel informed, supported and valued while works are carried out in their homes. You’ll build strong relationships with residents, contractors and colleagues to deliver a smooth, positive experience.
What you’ll need:
1. Strong background in customer service and engagement, with the ability to improve satisfaction
2. Excellent understanding of customer care, especially when supporting vulnerable residents
3. Confident communicator with great interpersonal skills – approachable, tactful and able to influence at all levels
4. Highly organised, able to manage busy workloads and meet tight deadlines
5. Good IT skills (Google) and a proactive, solutions-focused attitude
6. Ability to work independently and as part of a team
7. Experience in housing or local government is an advantage
8. Full driving licence and flexibility to travel across sites
9. 5 Days working from Sutton Gate
10. Willingness to complete/enhold a standard DBS
If you’re passionate about delivering great customer experiences and making a real difference to residents’ lives, we’d love to hear from you.
About Us
At Sutton Housing Partnership (SHP), our strength comes from the experience, dedication and customer-focused mindset of our colleagues. Our Planned & Major Works team plays a key part in this mission, placing residents at the centre of everything we do. We continuously improve our services based on feedback and ensure residents are actively involved in decisions about their homes.
Our Resident Liaison Officers (RLOs) are essential to delivering a consistently excellent resident experience. As the primary point of contact during planned works, they ensure residents feel listened to, informed and respected at every stage.
Everything we do is guided by our HOME values:
11. High Performing – We continuously learn, improve and strive to deliver the best outcomes.
12. One Team – We work collaboratively, supporting one another to achieve success together.
13. Make it Happen – We take responsibility, drive positive change and deliver on our commitments.
Excellent Customer Service – We put residents first, ensuring their needs shape our work and approach.
Our Offer To You
Colleagues at SHP take pride in delivering our priorities and working in rewarding careers. In turn, we strive to reward them fairly through SHP’s pay and reward systems. Roles are reviewed to ensure pay reflects the responsibilities of the individual in line with our systems.
A good work-life balance is important and our key benefits are:
14. Membership of the – a career average scheme where employees contribute between 5.5% and 12%. Sutton Housing Partnership contribution rate to your pension is 18.4% from 1 April .
15. Annual leave of either 28 or 33 days per year (depending on the role) plus paid time off on bank holidays.
16. Simply Health Cash Plan which allows colleagues to claim cashback on dental, optical, consultations and scans.
17. Employee Benefits to include cycle to work scheme and a range of discounts schemes
18. Employee Assistance Programme is a confidential, independent, expert provider of employee support services paid for by SHP to help you balance and discuss issues in your work, family and personal life. It is available 24 hours a day, 7 days a week, days a year
19. Investment in your learning and development; My Learning account is set up for every member of staff with access to e-learning modules and Instructor led training. Opportunities for external training that meet both individual and strategic requirements are considered through an application process.