Senior Resident Liaison Officer

Location: Kingston upon Thames

Salary: Competitive package

Contract type: Permanent, full-timerole

Please note: Appointment to this role is subject to a satisfactory Enhanced Disclosure and Barring Service (DBS) check.

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.

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.

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.

Main Objectives of the role

• Monitor and identify training and development opportunities for the Resident Liaison Officer team
• 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
• 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
• To ensure that residents have the best possible experience with PiLON, whilst making sure that project compliance and residents’ satisfaction KPIs are met
• Work collaboratively as part of the site team to deliver the required services in line with the contract requirements, following company policy and procedures
• Drive the continuous improvement of end-to-end processes related to clients’ and residents’ interaction

Do you have what it takes?

• Great communication and stakeholder management skills, collaborative approach, with a natural style that builds a strong team and network
• Ability to work at a pace and respond quickly to changing demands and priorities
• Knowledge of administration, methods of reporting and Key Performance Indicators
• A proven understanding of Customer Care with particular reference to vulnerable people is essential
• First Class communication skills; must be able to influence and communicate very confidently both verbally and in writing, at all levels, is essential
• Proactive, with the ability to deal with issues and complaints in a calm and professional manner

Why work with us? Here are some of the brilliant benefits you could get as a Senior Resident Liaison Officer

• 23 days of holiday per year, excluding Bank Holidays (+ get more days with length of service)
  
• Up to £2,000 reward for successful recommendations as part of our referral scheme
• Significant savings on daily shopping through our benefits portal
  
• A welcoming office, snacks, beverages, friendly colleagues and team socials throughout the year
  
• A supportive culture and a great team with exceptional talent and experience
• Trained Mental Health First Aiders support
• Annual training budget so you can focus on your personal and professional development and much more…
  

About us

With over 20 years of success behind us, PiLON began an exciting new chapter in 2024 as part of the United Infrastructure Group. This growth means more opportunity, broader expertise, and long-term stability for our teams - and a stronger platform for people to build lasting careers.

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.

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 Black Professionals in Construction Network, supporting positive change across the built environment.

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.

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