Resident Liaison Officer

Sovereign Housing Association Limited; Blandford Forum; Hybrid; GBP 25,000 - 32,000; Full time

Job summary

A leading housing association is seeking a Resident Liaison Officer to support its Homes and Place Retrofit programme. This role combines office work with customer interactions, requiring strong communication skills and a focus on customer satisfaction. The successful candidate will engage with residents, ensuring their needs are met during the renovation process and providing ongoing support throughout.

Benefits

Yearly flexible benefit pot of £450

25 Days Holiday plus Bank Holidays

Chance to buy or sell holiday

Generous company pension scheme, matched up to 12%

Flexible working

Recognition scheme

Wellbeing discounts

Qualifications

• Solid experience in customer-focused roles, ideally in housing.
• Understanding of retrofit impacts on residents.
• Full driving licence and access to a vehicle.

Responsibilities

• Assist customers in the Homes and Place Retrofit programme.
• Act as main point of contact for customer engagement.
• Ensure clear and consistent communication with customers.

Skills

Customer focus

Communication

Building maintenance terminology

Workload management

Job description

At Sovereign Network Group we are driven by our social purpose where our customers are at the heart of everything we do – more homes, better places, excellent services. We are setting the highest standards for affordable homes and great places to live.

We have an opportunity to join Sovereign Network Group as a Resident Liaison Officer working from either our Christchurch or Blandford office. This role will include a mix of office, home and travelling to meet with customers across our regions.

To be successful you will need:

• Solid experience within a busy customer focused role, ideally within the housing sector
• Some understanding of building maintenance terminology
• An understanding of retrofit and the impact on people living in their homes.
• The ability to manage your own workload.
• Strong communication skills
• Driving licence and access to vehicle

Job Purpose:

To assist and support our customers throughout the roll out of our Homes and Place Retrofit programme across our existing property portfolio, taking the lead on customer engagement, information, communication, and support throughout the process.

Key Accountabilities:

• Deliver the right outcome for our customer in a safe and timely way.
• Support our customers through our Homes and Place retrofit programme.
• Act as the main point of contact for the customer throughout the process, listening and understanding their needs and concerns, whilst keeping the Homes and Place Programme Lead updated with progress and any challenges faced.
• Ensure all information provided to customers is clear and consistent, to avoid any confusion or misunderstanding and to minimise any concerns they may have.
• Review and regularly maintain the customer engagement plan to ensure all information is accurate and up to date.
• Attend site meetings, events, appointments with customers, contractors or stakeholders as required.
• Work collaboratively with stakeholders to explore opportunities to transform our services and customer experience.
• Identify and escalate risks, issues, and dependencies as appropriate and propose solutions to resolve.
• Provide support enabling the team to produce regular briefing notes and reports.
• Promote a positive collaborative culture of Building Safety and Compliance.
• Undertake other duties, within the level of responsibility, to meet the changing needs of the organisation.

A full driving licence and car is required. The successful applicants will play a key role in supporting our retrofit programme.

Rewards package:

• £450 yearly flexible benefit pot to use against benefits of your choice
• 25 Days Holiday (pro rata + Bank Holidays (with an extra day every year up to 30 days)
• Chance to buy or sell holiday as part of our flexible benefits package
• Generous company pension scheme, matched up to 12%
• Flexible working
• Recognition scheme
• Wellbeing discounts