Resident Engagement & Liaison Specialist

Southern Housing; Croydon (UT); Hybrid; USD 35,000 - 45,000; Full time

Job summary

Southern Housing is seeking a motivated Resident Liaison Officer to be the main contact for residents during maintenance works and projects. Reporting to the Resident Liaison Team Leaders (Direct Services), you will coordinate with residents, contractors and internal teams to ensure clear information, effective communication and high standards of customer care.

The role is based at our Croydon office with a hybrid working option, and may require site visits to residents' properties as needed to

Responsibilities

• 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.

Job description

Southern Housing is seeking a motivated Resident Liaison Officer to be the main contact for residents during maintenance works and projects. Reporting to the Resident Liaison Team Leaders (Direct Services), you will coordinate with residents, contractors and internal teams to ensure clear information, effective communication and high standards of customer care.

The role is based at our Croydon office with a hybrid working option, and may require site visits to residents' properties as needed to