Senior Resident Liaison Officer
Company
Location
London, England, United Kingdom
Posted At
4/1/2025
Advertise with us by contacting: [email protected]
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Description
Job Description
Responsible for the promotion and delivery of a high standard of customer care, ensuring effective management of the Resident Liaison Officers (RLO’S) to consistently deliver high standards of service enabling the team to meet the client and resident expectations and deliver the project on time.
Ensure that United Living HSE&Q standards, operating processes, company policies and all legislative requirements are understood, implemented and adhered to at all times.
Ensure that the United Way of working is complied with and adopted into your daily disciplines.
Induct all employees in the United Way of working ensuring that the contract delivery processes are complied with and adopted into your daily disciplines.
Learn and understand the requirements of the FLAG system and ensure that this is adhered to at all times.
Proactively taking a lead in driving forward customer service in the business.
Demonstrate respect, sensitivity and discretion in a public facing role.
Communicate effectively and form relations with both internal and external stakeholders.
Ensure that key strategic relationships are established and maintained between RLO’s and residents to address issues as they arise and demonstrate the company’s pro-active approach to resident involvement and ongoing consultation. Review project KPI’s in line with benchmark targets, to drive high levels of achievement.
Ensure effective and regular communication with residents through the coordination and administration of newsletters, meetings, daily visits, open days and group events.
Ensure effective and regular written communication and information is provided to the resident throughout the course of works including pre start documentation, issuing of notices, information about the scope of works, associated timescales and any changes to this programme.
Work closely with the operations and commercial teams and attend pre-start and on-going site meetings where required.
Ensure RLO’s make contact with local facilities and amenities that may be affected by the work, providing contact details, an explanation of the works programme and how they or their customers may be affected.
Monitor customer care issues and implement measures to address the underlying cause..
Produce monthly reports as required by the project/s. Ensure an issues/communication log is accurately maintained and actioned. Attend meetings with client representatives as required.
Manage conflict effectively resolving problems, disputes and complaints impartially and within specified time scales and communicate outcomes with client, contractors, residents and staff at all levels.
Undertake formal audit processes and carry out joint property visits to check that agreed procedures are being followed.
Produce case studies to capture all aspects of positive working on site and within the community ensuring this is also communicated to the bid writing teams.
Ensure that product training is carried out with residents as appropriate.
Manage all of the People responsibilities for the team including undertaking and monitoring the completion of Performance & Development Reviews, supporting and coaching team members to achieve both individual and business objectives.
Manage all employee related matters, liaising with People Services as necessary.
Produce monthly reports as required by project. Ensure issues/communication log accurately maintained and actioned.
Attend meetings with client representative to review issues / Communication log.
Investigate and close out all verbal/written complaints within agreed time scale.
Communicate with client, contractors, residents and staff at all levels.
Attend project progress meetings, tender interviews and resident related meetings as and when required.
Any other duties reasonably assigned.
Qualifications
If you are a Senior Resident Liaison Officer seeking a dynamic and diverse work environment, we're offering:
If you are ready to be part of our expanding team and contribute to our success, apply today for immediate consideration. Join us on this exciting journey of growth and innovation!
As a business United Living prefer to hire directly and we will be in touch with our PSL Agencies if we require support. We do not accept speculative CVs from agencies. If speculative CVs are sent, no fee will be applicable.
Responsible for the promotion and delivery of a high standard of customer care, ensuring effective management of the Resident Liaison Officers (RLO’S) to consistently deliver high standards of service enabling the team to meet the client and resident expectations and deliver the project on time.
Ensure that United Living HSE&Q standards, operating processes, company policies and all legislative requirements are understood, implemented and adhered to at all times.
Ensure that the United Way of working is complied with and adopted into your daily disciplines.
Induct all employees in the United Way of working ensuring that the contract delivery processes are complied with and adopted into your daily disciplines.
Learn and understand the requirements of the FLAG system and ensure that this is adhered to at all times.
Proactively taking a lead in driving forward customer service in the business.
Demonstrate respect, sensitivity and discretion in a public facing role.
Communicate effectively and form relations with both internal and external stakeholders.
Ensure that key strategic relationships are established and maintained between RLO’s and residents to address issues as they arise and demonstrate the company’s pro-active approach to resident involvement and ongoing consultation. Review project KPI’s in line with benchmark targets, to drive high levels of achievement.
Ensure effective and regular communication with residents through the coordination and administration of newsletters, meetings, daily visits, open days and group events.
Ensure effective and regular written communication and information is provided to the resident throughout the course of works including pre start documentation, issuing of notices, information about the scope of works, associated timescales and any changes to this programme.
Work closely with the operations and commercial teams and attend pre-start and on-going site meetings where required.
Ensure RLO’s make contact with local facilities and amenities that may be affected by the work, providing contact details, an explanation of the works programme and how they or their customers may be affected.
Monitor customer care issues and implement measures to address the underlying cause..
Produce monthly reports as required by the project/s. Ensure an issues/communication log is accurately maintained and actioned. Attend meetings with client representatives as required.
Manage conflict effectively resolving problems, disputes and complaints impartially and within specified time scales and communicate outcomes with client, contractors, residents and staff at all levels.
Undertake formal audit processes and carry out joint property visits to check that agreed procedures are being followed.
Produce case studies to capture all aspects of positive working on site and within the community ensuring this is also communicated to the bid writing teams.
Ensure that product training is carried out with residents as appropriate.
Manage all of the People responsibilities for the team including undertaking and monitoring the completion of Performance & Development Reviews, supporting and coaching team members to achieve both individual and business objectives.
Manage all employee related matters, liaising with People Services as necessary.
Produce monthly reports as required by project. Ensure issues/communication log accurately maintained and actioned.
Attend meetings with client representative to review issues / Communication log.
Investigate and close out all verbal/written complaints within agreed time scale.
Communicate with client, contractors, residents and staff at all levels.
Attend project progress meetings, tender interviews and resident related meetings as and when required.
Any other duties reasonably assigned.
Qualifications
- Willingness to work across multiple projects in South London
- Line management experience
- Full Driving Licence
- Strong written and verbal communication skills
- Proficient in Microsoft office packages
- Appropriate level of CSCS card desirable
- Proven ability to manage conflict resolution
- Previous experience in a customer facing role
If you are a Senior Resident Liaison Officer seeking a dynamic and diverse work environment, we're offering:
- Competitive salary and benefits package
- Opportunities for career progression aligned with the company’s growth
- Immediate interview for qualified candidates
If you are ready to be part of our expanding team and contribute to our success, apply today for immediate consideration. Join us on this exciting journey of growth and innovation!
As a business United Living prefer to hire directly and we will be in touch with our PSL Agencies if we require support. We do not accept speculative CVs from agencies. If speculative CVs are sent, no fee will be applicable.
Advertise with us by contacting: [email protected]
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