Senior Resident Liaison Officer

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    "datePosted": "2026-04-01",
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    "description": "<p><span style=\"font-weight: bold\">Location</span><span><span style=\"font-weight: bold\">: <span style=\"font-weight: bold\">Kingston upon Thames</span></span></span></p>\n<p><span><span style=\"font-weight: bold\">Salary</span>: Competitive package</span></p>\n<p><span style=\"font-weight: bold\"><span>Contract type</span></span><span>: Permanent, full-time role </span><span> </span></p>\n<p><br></p>\n<p>Please note: Appointment to this role is subject to a satisfactory <span style=\"font-weight: bold\">Enhanced Disclosure and Barring Service (DBS) check</span>.</p>\n<p><br></p>\n<p>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.</p>\n<p><br></p>\n<p>As a Senior Resident Liaison Officer, you will 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, ensuring to meet regularly, in person, to align on processes and best practices.</p>\n<p><br></p>\n<p>The ideal candidate is someone with a minimum of two years of continuous experience in a Resident Liaison Officer role, as well as experience in Customer Engagement and improving Customer Satisfaction.</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\"><span>Main Objectives of the role</span></span><span>:</span><span> </span></p>\n<ul>\n<li><span>Monitor and identify training and development opportunities for the Resident Liaison Officers team</span><span> </span></li>\n<li><span>Support the design and implementation of the onboarding training program for the new Resident Liaison Officers, making sure everyone goes through the appropriate training as part of their induction</span><span> </span></li>\n<li><span>Making sure that new as well as existing Resident Liaison Officers across the organisation are trained and follow the company’s processes in a consistent manner</span><span> </span></li>\n<li><span>To ensure that residents have the best possible experience with PiLON, whilst making sure that project compliance and residents’ satisfaction KPIs are met </span><span> </span></li>\n<li><span>Work collaboratively as part of the site team to deliver the required services in line with the contract requirements, following company policy and procedures</span><span> </span></li>\n<li><span>Drive the continuous improvement of end-to-end processes related to clients' and residents’ interaction</span><span> </span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\"><span>Do you have what it takes?</span></span><span> </span></p>\n<ul>\n<li><span>Great communication and stakeholder management skills, collaborative approach, with a natural style that builds a strong team and network</span><span> </span></li>\n<li><span>Ability to work at a pace and respond quickly to changing demands and priorities</span><span> </span></li>\n<li><span>Knowledge of administration, methods of reporting and Key Performance Indicators</span><span> </span></li>\n<li><span>A proven understanding of Customer Care with particular reference to vulnerable people is essential</span><span> </span></li>\n<li><span>First Class communication skills; must be able to influence and communicate very confidently both verbally and in writing, at all levels, is essential</span><span> </span></li>\n<li><span>Proactive, with the ability to deal with issues and complaints in a calm and professional manner</span><span> </span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-weight: bold\">Why work with us? Here are some of the brilliant benefits you could get as a Senior Resident Liaison Officer:</span></p>\n<ul>\n<li><span>23 days of holiday per year, excluding Bank Holidays (+ get more days with length of service)</span><br></li>\n<li><span>Up to £2,000 reward for successful recommendations as part of our referral scheme</span></li>\n<li><span>Significant savings on daily shopping through our benefits portal</span><br></li>\n<li><span>A welcoming office, snacks, beverages, friendly colleagues and team socials throughout the year</span><br></li>\n<li><span>A supportive culture and a great team with exceptional talent and experience</span></li>\n<li><span>Trained Mental Health First Aiders support</span></li>\n<li><span>Annual training budget so you can focus on your personal and professional development and much more… </span><br></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">About us: </span></p>\n<p>With over 20 years of success behind us, PiLON began an exciting new chapter in 2024 as part of the <a href=\"https://unitedliving.co.uk/\" target=\"_blank\" rel=\"noopener noreferrer\">United Infrastructure Group</a>. This growth means more opportunity, broader expertise, and long-term stability for our teams - and a stronger platform for people to build lasting careers.</p>\n<p><br></p>\n<p>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.</p>\n<p><br></p>\n<p>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<span> </span><a href=\"https://www.bpicnetwork.com/\" target=\"_blank\" rel=\"noopener noreferrer\">Black Professionals in Construction Network</a>, supporting positive change across the built environment.</p>\n<p><br></p>\n<p>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.</p>\n<p><br><br></p>",
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