Senior Resident Liaison Lead – Occupied Homes

United Infrastructure Ltd; Dartford; On-site; GBP 40,000 - 56,000; Full time

Job summary

United Infrastructure is seeking an experienced Senior Resident Liaison Officer to lead a team of up to 12 RLOs. You will conduct regular site visits to occupied properties, drive excellent customer service, and ensure adherence to company procedures.

You will manage complaints, supply KPI-driven reporting, and nurture strong relationships with clients and the internal complaints team. Occasional resident events will be organised to facilitate clear communication.

Qualifications

• Senior RLO with a proven track record delivering planned works to occupied properties.
• Experience with leaseholders and kitchen/bathroom works.
• Strong written and verbal communication.
• Demonstrated leadership or mentoring experience.

Responsibilities

• Lead a team of up to 12 RLOs in daily duties and site visits to monitor compliance and drive customer service excellence.
• Lead on complaints to achieve resolutions within agreed timeframes and provide client reports.
• Monitor KPIs and maintain strong client relationships with internal liaison and complaints teams.
• Organise resident open days / contractor days as needed.

Skills

Leadership

Communication

Mentoring

Customer service

Problem solving

Job description

United Infrastructure is seeking an experienced Senior Resident Liaison Officer to lead a team of up to 12 RLOs. You will conduct regular site visits to occupied properties, drive excellent customer service, and ensure adherence to company procedures.

You will manage complaints, supply KPI-driven reporting, and nurture strong relationships with clients and the internal complaints team. Occasional resident events will be organised to facilitate clear communication.