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RLO Resident Liaison Officer

EY15 - Resident Liaison Officer 

Location: London

Salary: £26,500

Duties and Responsibilities:


  • Attend TRA meetings (sometimes be held out of normal working hours – see Special Factors section).
  • Assist and teach vulnerable people how to report repairs correctly.
  • Liaise with key stakeholders to up to date on all kinds of relevant works, repairs, or progress.
  • Develop effective working relationships with client representatives including housing and
  • disrepairs department to reduce duplication and ensure consistency of information and approach keeping tenants fully informed about building works and programmes.
  • Visit each resident prior to work commencing to introduce and communicate the scope of works.

    Give residents contact numbers and a pack detailing the full RLO process.
  • Assessing where high risk/vulnerable residents are present and ensuring GEM tailors works according to the risk level.
  • Establish resident's individual requirements by carrying out an initial resident profile, documenting any points discussed and tailoring individual communication plans accordingly.
  • Carry out a property condition survey and appliance survey with photographs where necessary with the tenant before works start in the property.
  • Identify and correctly handle initial key stakeholder dis-satisfaction in the first instance and manage effectively to prevent complaint escalation where possible.
  • Register all types of communication (questions, enquiries and complaints) made on the contract and ensure responses are produced and sent in target and in line with GEM’s Internal KPIs.
  • Ensure key stakeholders are advised of outcomes following communication.
  • Investigate complaints and produce a report in accordance with company and client procedures of the findings.
  • Keep the Company’s complaint log up to date and convert key data into information to report on trends.
  • Provide recommendations on how GEM can improve its service based on trends and findings from investigations.
  • Liaise with key stakeholders and meet them on site, in their homes, and/or places of work when required or requested.
  • Make appointments for further works, if required, and ensure these are carried out and completed to the resident’s satisfaction, obtaining a completed resident satisfaction survey after completion.
  • Manage compensation or goodwill gesture arrangements if required, and follow the correct process to have such arrangements agreed and approved by the Customer Service
  • Manager/Contract Manager
  • Conduct resident telephone surveys, obtaining relevant feedback that can be recorded and actioned as appropriate.
  • Produce and populate a monthly report detailing the findings of the surveys and actions taken to address any issues or problems that have arisen

Skills and Qualifications:


  • GCSEs (or equivalent) in Maths and English (grade C or above).
  • Customer Service qualification is desirable but not essential.
  • Desirable – experience of working with Local Authorities, Councils and/or Housing Associations.
  • Adept at problem solving, including being able to identify issues and resolve problems in a timely manner.
  • Strong interpersonal and communication skills (both verbal and non-verbal).
  • Computer literate and confident in Microsoft Office.
  • Able to write reports clearly.
  • Prioritise and plan work activities as to use time efficiently.
  • Organised, accurate, thorough, and able to monitor work for quality.
  • Dependable, able to follow instructions, respond to management direction, and must be able to improve performance through management feedback.
  • Able to work in a fast paced and reactive environment.
  • Able to work to own initiative yet seek help when required.
  • Essential - experience of applying excellent customer service through effective stakeholder engagement.
  • Essential - sound understanding of customer care to all types of residents (including vulnerable residents and those with special needs)
  • Essential – a sound knowledge of working with the Microsoft Office suit (especially Outlook, Word, Excel, and PowerPoint).
  • Essential - minimum 3 years of working in a customer service-focused role
  • Essential - proven track record of successfully and effectively liaising with multiple parties to provide a service with key objectives.
  • Essential - experience in working to tight deadlines and in a sometimes-pressurised environment.

Location: London

Salary: £26,500