Resident Liaison Officer - Housing

• Hourly Rate: £17.40 PAYE
• Location: North London
• Job Type: Temporary (until September 2025), with potential for permanent employment
• Working Arrangement: onsite

We are seeking a Resident Liaison Officer for a national housing association to support the development and implementation of our customer contact and stakeholder communication strategy. This role is crucial for maintaining and enhancing our relationships with residents and stakeholders, ensuring effective communication and service delivery.

• Participate in and lead local service resident engagement strategies.
• Analyse key data to inform service improvement strategies.
• Coordinate responses to customers by collaborating with the local housing team, Customer Contact Centre, and Response.
• Identify relevant internal and external stakeholders to ensure comprehensive service changes.
• Manage customer communications to maintain high satisfaction levels.
• Organize meetings, briefings, and produce communication materials using various methods.
• Act as a key member of the Housing Project Team, representing the team at meetings and leading smaller project teams as needed.
• Provide a customer-focused service, ensuring all tasks are completed and resident complaints or requests are actioned effectively.
• Liaise with customers and act as a conduit between all relevant teams within business, keeping all parties informed.
• Assist in liaising with in-house service providers, M&E contractors, and external subcontractors to ensure top-tier service delivery.
• Ensure compliance with GDPR regulations when processing customer data.

• Proven experience in a front-line, customer-focused role within the social housing sector.
• Familiarity with project management methods.
• Experience in Repairs & Maintenance within a housing association or local authority.
• Strong analytical skills with the ability to identify trends and present data effectively.
• Excellent communication skills, capable of adapting based on the audience.
• Experience in building and maintaining relationships across geographical boundaries and influencing positive change.
• Proficiency in IT and excellent planning and organisational skills.
• Ability to handle complaints and customer feedback effectively.
• Flexibility with working hours and the ability to travel, including occasional visits to customers' homes

• Competitive hourly rate.
• Opportunity for permanent employment after the contract period.
• Flexible hybrid working arrangement.
• Involvement in significant projects with impactful outcomes.

To apply for the Resident Liaison Officer position, please submit your CV