Resident Liaison Officer

Southern Housing; Carshalton; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

Southern Housing is seeking a motivated Resident Liaison Officer to be the main contact for residents while maintenance works and projects are delivered. You will work closely with residents, contractors and internal teams to shape services and maintain high standards of customer care.

Based at Croydon - Tramshed with hybrid options, you’ll attend pre-work surveys, organize meetings, handle feedback, and support continuous improvement in service delivery.

Qualifications

• Experience in resident-facing roles preferred.
• Strong verbal and written communication.
• Ability to analyse feedback and report findings.

Responsibilities

• Primary point of contact for residents during works.
• Provide pre-works information and maintain updates.
• Organise and attend resident meetings and forums.
• Manage complaints with investigations and responses.
• Analyse KPIs and satisfaction data; report findings.

Skills

Customer service

Communication

Stakeholder management

Job description

About The Role

We’re looking for a motivated and capable individual to join as a Resident Liaison Officer. At Southern Housing, our vision is to create communities where everyone has a safe home in a place where they are proud to live, with residents at the heart of everything we do.

Reporting to the Resident Liaison Team Leaders (Direct Services), you’ll be the main point of contact for residents while maintenance works and projects are being delivered. You’ll work closely with residents, contractors, the Complaints Resolution Team and other internal teams to help shape services, identify individual requirements and maintain a high standard of customer care.

Your day-to-day responsibilities will include:

• 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.

You’ll also contribute to continuous improvement by listening to resident feedback, identifying trends and learning points, supporting resident involvement and helping to improve the quality and effectiveness of our services.

This role is based at our Croydon - Tramshed office, with the option to work in a hybrid way where appropriate and as agreed with your manager. The role will also require the ability to undertake site visits.

About the team

You’ll be part of our Direct Services Resident Liaison team, working together to ensure residents are well informed, listened to and supported throughout the delivery of maintenance works and projects. The team collaborates closely with colleagues across Asset Management, Direct Services, Complaints Resolution and the wider organisation, as well as contractors and supply-chain partners, to support effective service delivery and provide residents with a consistently high standard of customer care.

About Us

At Southern Housing, our residents are at the heart of everything we do. As one of the largest housing providers in the UK with over 77,000 homes across London, the Southeast, the Isle of Wight, and the Midlands, we give over 167,000 people somewhere affordable to call their own! We also understand the difference that safe, secure, and affordable homes can make to people’s lives.

A career at Southern Housing will allow you to make a difference every day you come to work. Working in the housing sector with us will bring fresh challenges and give you the opportunity to grow and develop, too.