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Managing Resident Liaison
Job Posted: 12 hours ago
Salary: £ 45,000 - 55,000 / Annum
Job Type: Permanent
Location: Watford, Hertfordshire
Expire in: a month
Job Description
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 nowBefore You Apply
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