Resident Experience & Communications Liaison

United Infrastructure Water Limited; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Job summary

United Infrastructure Water Limited in the United Kingdom is seeking an experienced Resident Liaison Officer or a candidate transitioning from retail or care to apply excellent customer service skills in a housing context.

The role focuses on promoting and delivering a high standard of customer care for all residents, ensuring strong communication between residents, the client, the call centre and the operational team to manage works proactively.

Qualifications

• Experience in resident liaison or customer-facing roles
• Strong communication and interpersonal skills
• Customer service mindset and conflict resolution abilities
• Ability to coordinate with multiple stakeholders
• Attention to detail and record-keeping

Responsibilities

• Promote and deliver high-standard customer care for all residents and maintain strong communication between residents, client, call centre and operations team
• Ensure compliance with HSE&Q standards, processes and policy requirements
• Attend pre-start meetings with residents to gather needs and discuss works preparation, health and safety and safeguarding issues
• Coordinate and attend Resident Liaison forums to gather feedback and address concerns
• Manage written communications to residents (notices, scope of works, timescales) and maintain contact lists and newsletters
• Create and maintain property diaries, log daily visits and ensure records are saved
• Provide out-of-hours contact information and resolve escalated complaints
• Develop initiatives with senior staff to share best practices and ensure service delivery excellence
• Support training for residents on appropriate processes and system usage
• Maintain relationships with wider team to meet contract requirements and KPIs
• Monitor and record complaints regarding damage to property and inform management as needed
• Ensure equality and diversity policies are observed and followed
• Carry out other duties as assigned

Job description

United Infrastructure Water Limited in the United Kingdom is seeking an experienced Resident Liaison Officer or a candidate transitioning from retail or care to apply excellent customer service skills in a housing context.

The role focuses on promoting and delivering a high standard of customer care for all residents, ensuring strong communication between residents, the client, the call centre and the operational team to manage works proactively.