Managing Resident Liaison

Resident Liaison Manager - Social Housing Planned Maintenance
Based in Watford
Full time, permanent
£45,000 - £55,000 per annum DOE + car allowance OR company vehicle

We are working with a leading national contractor to find a successful and proactive Resident Liaison Manager to oversee a team of RLOs covering planned maintenance projects within social housing properties.

It will be your responsibility to develop positive relationships with residents to provide information and support during refurbishment, maintenance, and major works programmes. You will prevent and limit dissatisfaction, resolve complaints and queries quickly and efficiently. This scheme is working closely with a public sector client, so previous experience working for a main contractor on similar projects is essential.

Key Responsibilities:

• Overseeing 4 - 5 RLOs while supporting the Operations Manager and Contracts Manager

• Implementing departmental policies and objectives to ensure consistent service delivery

• Establishing and following operating systems and procedures in line with company standards

• Training and mentoring RLOs, ensuring that all procedures are being adhered to

• Monitoring, recruiting, and allocating resources across multiple projects to meet delivery demands

• Managing project performance and KPIs, conducting regular performance reviews, and seeking continuous improvement

• Ensuring all correspondence follows the quality management system

• Leading on RLO contract initiation and setup activities

• Carrying out appraisals and performance reviews within the RLO team

• Acting as the escalation point for resident complaints and overseeing effective resolution

• Attending all customer care meetings with business units and client partnerships-sharing best practices to continually improve customer care

• Communicating with site management and clients to ensure the RLO service is always first-class

• Regularly reporting on team performance and project updates to senior management

• Reviewing practices and procedures within the department to meet client and resident expectations

• Carrying out disciplinary procedures as required, in line with company policies

• Monitoring and analysing customer satisfaction KPIs, addressing underperformance, and reinforcing the importance of service excellence

• Attending community functions such as resident surgeries, open evenings, and focus groups to gather feedback and understand residents' individual needs

What we are looking for:

• Strong interpersonal and communication skills

• Strong administration and organisational abilities

• Proactive attitude with the ability to work on your own initiative

• Experience working in a fast-paced environment

• Ability to quickly learn and adapt to new software and systems

• Full UK Driving License

For more information, please apply online now!