Resident Liaison Officer - National

Job Title: Resident Liaison Officer
Contract Type: Fixed-Term Contract (Until End of September 2025)

Potential for Extension or Permanent Role (Subject to Client Decision)
Pay Rate: £17.40 per hour (PAYE)
Working Hours: Monday to Friday, 9:00 AM – 5:00 PM
Location: Hybrid Working - Home / Office based in Highbury East, N5
Requirements: Basic DBS Check Required

About the Role:

Clarion Housing Group are seeking a proactive and customer-focused Resident Liaison Officer to join their team on a fixed-term basis. This role is pivotal in supporting the development and implementation of their customer contact and stakeholder communication strategy.

You will act as the vital link between Clarion, their contractors, and the residents—ensuring that service promises are clearly communicated and effectively delivered. Your work will help build trust, improve service responsiveness, and ensure residents’ voices are heard throughout the project lifecycle.

Key Responsibilities:

• Lead and support local resident engagement strategies.
• Analyse customer data to inform service improvements.
• Coordinate responses to residents in collaboration with housing teams and contractors.
• Identify and engage key stakeholders to assess and communicate service changes.
• Manage clear and effective customer communications to maintain high satisfaction.
• Organise meetings, briefings, and produce communication materials.
• Represent the Housing Project Team in meetings and lead smaller project teams.
• Ensure timely resolution of resident complaints and requests.
• Act as a liaison between residents and internal/external teams.
• Support compliance with GDPR when handling customer data.

Candidate Requirements:

Essential:

• Experience in customer-facing roles within social housing.
• Strong background in stakeholder engagement and project coordination.
• Knowledge of Repairs & Maintenance or housing association/local authority operations.
• Excellent communication, analytical, and problem-solving skills.
• Ability to manage complaints and deliver customer-focused solutions.IT proficiency and strong organisational skills.
• Flexibility to travel and occasionally work outside standard hours.

Desirable:

• Experience in a customer complaints/resolution environment.
• Understanding of Social Housing Legislation and Tenancy Management

If you are an experienced Resident Liaison Officer and are interested in this role, please apply.