Resident Liaison Officer

Resident Liaison Officer

• -20 per hour PAYE or -25.38 per hour umbrella
• Location: Merton, South London - hybrid, 3 days onsite
• Job Type: 36 hours per week, temp role ending 30th November 2025

We are seeking a Resident Liaison Officer to join a Housing team in Morden, South London. This dynamic role involves delivering improved responsive services to customers, managing various projects, and supporting potentially vulnerable customers.

Day-to-day of the role:

• Participate in and sometimes lead local service resident engagement strategies.
• Analyse key data to inform service improvement strategies.
• Facilitate and coordinate responses to customers by working with the local housing team and Customer Service team.
• Manage effective customer communication to ensure high customer satisfaction.
• Organise and attend stakeholder meetings, producing communication materials using various methods.
• Act as a key member of the Housing Neighbourhood Team, representing the team at meetings and leading smaller project teams where appropriate.
• Provide a customer-focused service, ensuring all tasks are completed and complaints and/or requests from residents and stakeholders are actioned effectively.
• Liaise with customers and act as a conduit between all relevant teams, ensuring all parties are kept informed.
• Assist in the effective liaison with in-house service provider, contractors, and external subcontractor staff to ensure the delivery of top-tier service.
• Participate in the viewing and sign up of customers at the handover of Regeneration properties.
• Ensure compliance with GDPR regulations when processing customer data.

Required Skills & Qualifications:

• Proven experience in a front-line customer-focused role in the social housing sector.
• Excellent analytical skills with the ability to identify trends and present data effectively.
• Strong letter writing and report composition skills.
• Experience building and maintaining relationships with multiple stakeholder groups across geographical boundaries and influencing positive change.
• Excellent communication skills and the ability to adapt approach based on the audience.
• Experience dealing effectively with complaints and customer feedback.

To apply for the Resident Liaison Officer position, please submit your C