Resident Liaison & Building Safety Communications Lead

Metropolitan Thames Valley; Farringdon; On-site; GBP 38,000 - 40,000; Full time

Job summary

Metropolitan Thames Valley is seeking a Customer Liaison Officer in London to join the Building Safety team. You will lead communications with residents during safety surveys, remedial works, and interim measures, acting as the main liaison between residents and internal teams to ensure a high standard of customer care.

You will coordinate access to residents' homes, tailor support to individual needs, and track satisfaction while supporting continuous service improvements across MTVH’s housing

Qualifications

• Experience delivering exceptional customer service.
• Strong communication and presentation skills.
• Experience managing customer enquiries and complaints.
• Excellent organisational and prioritisation skills.
• Strong attention to detail and administration skills.
• Good understanding of tenancy, leasehold management and the Section 20 consultation process.

Responsibilities

• Lead communications with residents regarding building safety surveys and remedial works programmes.
• Act as the key point of contact between customers, Customer Services, surveyors and other internal teams.
• Manage customer enquiries, complaints and concerns, ensuring issues are resolved promptly and effectively.
• Produce regular customer communications and site updates.
• Support project teams in securing access to residents' homes to facilitate essential works.
• Build an understanding of residents' individual needs and vulnerabilities to deliver tailored support.
• Coordinate responses to enquiries from MPs and Councillors.
• Track, monitor and report on customer communications and customer satisfaction.
• Support continuous improvement initiatives to enhance the customer experience and service delivery.

Skills

Customer service

Communication

Organisational skills

IT skills (MS Office)

Tools

Microsoft Office

Job description

Metropolitan Thames Valley is seeking a Customer Liaison Officer in London to join the Building Safety team. You will lead communications with residents during safety surveys, remedial works, and interim measures, acting as the main liaison between residents and internal teams to ensure a high standard of customer care.

You will coordinate access to residents' homes, tailor support to individual needs, and track satisfaction while supporting continuous service improvements across MTVH’s housing