Resident Liaison Officer

United Infrastructure Ltd; Greater London; On-site; GBP 28,000 - 34,000; Full time

Job summary

A leading infrastructure company in Greater London is looking for a Customer Care Coordinator to enhance client relationships. In this role, you will promote exceptional customer care, ensuring effective communication with residents and client teams. The ideal candidate will have over 2 years of experience in customer service, strong IT skills, and the ability to handle resident concerns diligently. This position offers an opportunity to work proactively in a growing business on critical infrastructure projects.

Qualifications

• Over 2 years’ experience in a customer service role.
• Valid driving license required.
• Well-developed verbal and written communication skills.
• Public-facing role requiring discretion and respectful interaction.

Responsibilities

• Promote and deliver high standard of customer care.
• Ensure implementation of company policies and legislative requirements.
• Coordinate communication with residents.
• Monitor and document service performance; ensure compliance with HSE & Q standards.
• Maintain property diaries and records of daily visits; provide out-of-hours contact information.
• Handle complaints and contribute to a robust Complaints and Customer Care Procedure.

Skills

Customer service experience

IT literacy

Communication skills

Team player

Sensitivity and discretion

Self-motivated

Calm under pressure

Flexible working hours

Driving licence

Equality & Diversity awareness

Education

Driving license

Experience in Retrofit or Housing

Tools

Microsoft Office

Excel

Total Mobile

Job description

United Infrastructure is a dynamic and rapidly expanding business, focused on delivering critical infrastructure projects across the utility and social infrastructure sectors. Our team of highly skilled and hardworking specialists deliver innovative solutions to the complex challenges our clients face.

Our company is split into two business areas: Utility Infrastructure and Social Infrastructure. The Utility Infrastructure team designs, builds and maintains critical water, energy (gas), power and telecoms infrastructure for the UK’s largest network owners and operators. The Social Infrastructure team revitalises homes and communities through retrofit, refurbishment and maintenance work.

Job Description

To promote and deliver a high standard of customer care for all residents, ensuring strong communication links exist between the resident, the client, the call centre and the operational team enabling the works to be managed effectively and proactively addressing any issues as they arise.

Responsibilities

• Ensure that United Infrastructure HSE&Q standards, operating processes, company policies and all legislative requirements are understood, implemented and adhered to at all times.
• Learn and understand the United Way of working ensuring that the processes are complied with and adopted into your daily disciplines. Induct other employees in the process as required.
• Act proactively to maximise comfort for all residents ensuring that any issues which arise are resolved quickly and effectively. Ensure that all residents can access and receive the best possible service.
• Assist in the monitoring, evaluation and control of service performance.
• Learn and understand the requirements of Total Mobile and ensure that this is adhered to at all times.
• Demonstrate respect, sensitivity and discretion in a public facing role.
• Coordinate and attend pre-start meetings with residents to carry out needs assessment, establish colour choices/styles and complete associated documentation, discuss how to prepare for the works to be carried out, health and safety matters and safeguarding issues etc.
• Develop action plans arising from needs assessments through liaison with the client’s representative and site management as appropriate.
• Co‑ordinate and attend all relevant Resident Liaison forums to develop relationships with key groups, to inform them of the work taking place, to understand their priorities, receive feedback and address any concerns they may raise.
• Ensure effective and regular written communication and information is provided to residents throughout the course of works including pre‑start documentation, issuing of notices (7, 14 and 28 day letters or as instructed by the client), information about the scope of works, associated timescales and any changes to the programme.
• Ensure effective and regular communication with residents through the coordination and administration of contact lists, newsletters, meetings, daily visits, open days and group events etc.
• Create and maintain property diary, record and photograph the condition of white goods/working area for every property, before work commences, log details of daily visits and ensure that records are appropriately saved.
• Ensure residents are provided with out of hours contact information.
• Develop key client contacts to ensure that the residents are fairly represented and that service delivery is maintained at the highest possible level.
• Resolve any escalated complaints and ensure that an effective Complaints and Customer Care Procedure are in place.
• Carry out product training with residents as appropriate.
• Contact residents post‑completion to confirm satisfaction/address outstanding matters and ensure resident is aware of the 12 month defect liability process.
• Work closely with the wider team to ensure that contract requirements and Key Performance Indicators are achieved.
• Maintain effective working relationship with the Call Centre team ensuring that Customer Service is delivered at all times.
• Monitor and record all complaints of alleged damage to resident’s property or personal belongings, proactively investigating and resolving any concerns, ensuring complaints and proposed solutions are communicated to the management team.
• Ensure Equality and Diversity Policies are in place and adhered to.
• Work with Senior Resident Liaison Officer developing key initiatives and procedures to ensure best practices are shared within the organisation.
• All other duties as assigned.

Qualifications

• Over 2 years’ experience in a customer service role, or similar.
• I.T literate particularly Microsoft Office and Excel and keen to extend knowledge on software packages.
• Well-developed verbal and written communication skills and the ability to work co‑operatively with multi‑disciplined groups.
• Team player, but also comfortable working alone.
• Understands the need for respect, sensitivity and discretion in a public facing role.
• A valid driving licence.
• Experience of Retrofit, Housing and/or Planned Maintenance – desirable.
• Some flexibility of working hours may be required (evening meetings).
• Self‑Motivated, enthusiastic and calm under pressure.

Additional Information

If you are ready to be part of our expanding team and contribute to our success, apply today for immediate consideration. Join us on this exciting journey of growth and innovation!

As a business United Infrastructure prefer to hire directly and we will be in touch with our PSL Agencies if we require support. We do not accept speculative CVs from agencies. If speculative CVs are sent, no fee will be applicable.