Resident Experience Liaison — Projects & Feedback

Southern Housing; Maidstone; Hybrid; GBP 26,000 - 34,000; Full time

Job summary

Southern Housing is recruiting a Resident Liaison Officer to act as the main point of contact for residents during maintenance works. The role is based at the Maidstone office with a hybrid working option, and requires coordinating with residents, contractors and internal teams.

The post is a 35-hour week, 12-month fixed term contract, focusing on ensuring excellent customer care and effective communication throughout projects. You’ll support consultations and help shape service delivery.

Responsibilities

• Acting as the primary point of contact for residents having work carried out to their homes, estates or communal areas, including attending pre-work surveys where required.
• Preparing and providing residents with clear pre-works information, while maintaining regular and effective communication throughout the works.
• Organising, delivering and attending resident meetings, consultation activities, working parties, forums and focus groups.
• Managing complaints, including undertaking visits or investigations, and working with the Complaints Resolution Team to prepare responses and capture lessons learned.
• Analysing performance information and customer satisfaction feedback, preparing reports and presenting KPIs and other relevant data.

Job description

Southern Housing is recruiting a Resident Liaison Officer to act as the main point of contact for residents during maintenance works. The role is based at the Maidstone office with a hybrid working option, and requires coordinating with residents, contractors and internal teams.

The post is a 35-hour week, 12-month fixed term contract, focusing on ensuring excellent customer care and effective communication throughout projects. You’ll support consultations and help shape service delivery.