Senior Resident Liaison Officer

PiLON Limited; Greater London; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

23 days holiday per year

Referral scheme up to £2,000

Benefits portal discounts

Welcoming office and team socials

Trained Mental Health First Aiders

Annual training budget

Job summary

PiLON Limited in London is seeking a Senior Resident Liaison Officer to lead and support our Resident Liaison Officer team. You will be pivotal in building trust with residents, coordinating with the RLOs, and ensuring smooth day-to-day operations in a fast-paced setting.

The role focuses on delivering excellent customer care, training alignment, and ensuring contract requirements are met while enhancing resident satisfaction and service quality.

Qualifications

• Minimum of two years of continuous experience as a Resident Liaison Officer.
• Experience in Customer Engagement and improving Customer Satisfaction.

Responsibilities

• Work closely with the Resident Liaison Manager to support Officers across the business.
• Ensure regular, in-person meetings to align on processes and best practices.
• Identify training opportunities for the Resident Liaison Officers team.
• Support onboarding training for new Resident Liaison Officers as part of induction.
• Ensure that Officers across the organisation are trained and follow the company’s processes consistently.
• Ensure residents have the best possible experience and KPIs for satisfaction are met.
• Collaborate with the site team to deliver services in line with contract requirements.
• Drive continuous end-to-end process improvements for client and resident interactions.

Skills

Communication skills

Stakeholder management

Team collaboration

Problem solving

Job description

About PiLON

At PiLON, we're more than just a business. We are a trusted name in construction, known for our reliability and dedication to the quality of work. As part of the United Infrastructure group, we specialise in planned maintenance and refurbishments within the social housing sector, and we're excited to welcome you to our rapidly growing team. Our customers come from all walks of life, and so do we. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. Taking our commitment to diversity seriously, we are proud members of the Black Professionals in Construction Network, a leading organisation focused on promoting inclusion in the built environment sector.

Location: London (KT8)

Salary: Competitive package

Contract type: Permanent, full-time role

Appointment to this role is subject to a satisfactory Enhanced Disclosure and Barring Service (DBS) check.

Role Overview

We are on the lookout for a driven, energetic, and proactive Senior Resident Liaison Officer to take a leading role in supporting our Resident Liaison Officer team. If you enjoy working with people, building trust, are approachable, tactful, and diplomatic and if you thrive in being part of a dynamic, fast-paced environment, we’d love to hear from you.

Responsibilities

• Work closely with our Resident Liaison Manager and play a key role in strengthening our day-to-day operations by supporting our Resident Liaison Officers across the business.
• Ensure regular, in person meetings to align on processes and best practices.
• Monitor and identify training and development opportunities for the Resident Liaison Officers team.
• Support the design and implementation of the onboarding training program for the new Resident Liaison Officers, ensuring everyone goes through the appropriate training as part of their induction.
• Ensure that new as well as existing Resident Liaison Officers across the organisation are trained and follow the company’s processes in a consistent manner.
• Ensure that residents have the best possible experience and that project compliance and residents’ satisfaction KPIs are met.
• Collaborate as part of the site team to deliver the required services in line with the contract requirements, following company policy and procedures.
• Drive the continuous improvement of end-to-end processes related to clients' and residents’ interaction.

Qualifications & Experience

• Minimum of two years of continuous experience in a Resident Liaison Officer role.
• Experience in Customer Engagement and improving Customer Satisfaction.

Key Competencies

• Great communication and stakeholder management skills, collaborative approach, with a natural style that builds a strong team and network.
• Ability to work at a pace and respond quickly to changing demands and priorities.
• Knowledge of administration, methods of reporting and Key Performance Indicators.
• Proven understanding of Customer Care with particular reference to vulnerable people.
• First Class communication skills; must be able to influence and communicate very confidently both verbally and in writing, at all levels.
• Proactive, with the ability to deal with issues and complaints in a calm and professional manner.

Benefits

• 23 days of holiday per year, excluding Bank Holidays (+ get more days with length of service)
• Up to £2,000 reward for successful recommendations as part of our referral scheme
• Significant savings on daily shopping through our benefits portal
• A welcoming office, snacks, beverages, friendly colleagues and team socials throughout the year
• A supportive culture and a great team with exceptional talent and experience
• Trained Mental Health First Aiders support
• Annual training budget so you can focus on your personal and professional development and much more…

About Us

With over 20 years of success behind us, PiLON began an exciting new chapter in 2024 as part of the United Infrastructure Group. This growth means more opportunity, broader expertise, and long-term stability for our teams - and a stronger platform for people to build lasting careers.

We specialise in planned maintenance and refurbishment within the social housing sector and are known for delivering high-quality work with care, consistency, and respect for the communities we serve.

At PiLON, we don’t just hire for skills - we hire for attitude, potential, and values. We actively welcome people from a wide range of backgrounds, knowing that diverse teams perform better and create better outcomes.

Our commitment to inclusion is reflected in our membership of the Black Professionals in Construction Network, supporting positive change across the built environment.

If you’re reliable, motivated, and looking for a role where your work genuinely matters, PiLON offers a supportive environment, opportunities to develop, and the chance to be proud of what you do every day.

Here at United Infrastructure, we invest in our people and firmly believe that our workforce is our most valuable asset. A driving force for success and the core to achieving our vision of creating a connected and sustainable future, our team is the heart of our organisation.