Resident Liaison Officer South

Clarion Housing is currently seeking for x2 Resident Liaison Officers to join their team on a FTC

Role: Resident Liaison Officer
Location: Morden SW19
Salary: £20 p/h (PAYE)
Hours: 36 hrs a week - 3 days per week in Merton
Contract: FTC ending 30th November 2025

Main Purpose of the role

To support the development and implementation of our customer contact and stakeholder communication strategy.
Our residents are our priority and we are keen to ensure we hear their views and deliver and communicate effectively upon service promises. This role will be the key link between Clarion, its contractors and our customers.
The post holder will facilitate the smooth running of services, building and maintaining positive relationships that ensure effective liaison between key stakeholders and ultimately deliver improved responsive services to our customers

Key Accountabilities

 Participate and when required lead on local service resident engagement strategies
 Analysis of key data to be used to form our service improvement strategies.
 Facilitate and co-ordinate responses to customers, by working with the local housing team, Customer Contact Centre and Clarion Response
 Identify relevant internal and external stakeholders to ensure that any changes to service relating to the project are looked at in their entirety and the full impact of change is understood by all stakeholders
 Manage effective customer communication to ensure that customer satisfaction is high
 Organise and attend stakeholder meetings and produce communication materials using a variety of methods
 Key member of the Housing Neighbourhood Team and will represent the team at meetings and will lead smaller project teams where appropriate
 Provide a customer focused service ensuring all tasks are completed and complaints and/or requests from residents and stakeholders are actioned effectively
 Liaise with customers and act as a conduit between all relevant teams in Clarion, ensuring all parties are kept informed

Experience and pre-qualification criteria

Essential

 Experience of excellent working relationships with colleagues in operational teams, other internal teams as well as external agencies
 Proven experience of a front line customer focused role in the social housing sector
 Experience of project management methods
 Experience of successful working in a housing association or local authority
 Excellent analytical skills with ability to identity trends and present data to audience
 Excellent letter writing and report composure skills
 Experience of building and maintaining relationships with multiple stakeholder groups across geographical boundaries and influencing positive change
 Excellent communication skills and ability to adapt approach based on the audience
 Experience of dealing effectively with complaints and customer feedback
 Enjoy working with people in the community
 IT literate  Excellent planning and organisational skills
 Demonstrates the ability to and motivation to learn quickly and achieve results
 Proven ability to problem solve with a positive mind set
 Able to take responsibility and be proactive and creative in finding solutions
 The ability to travel and be flexible with working hours, occasionally visiting customers’ homes and/or attending meetings (including properties) etc. within and outside of normal working hours

Desirable

 Experience of working in a customer complaints/resolution environment
 Understanding of social housing legislation and tenancy management.