Service Care Solutions Ltd

Resident Liaison Officer

Resident Liaison Officer (BAND3C)
Sutton, London
Temporary, 2 Month Contract (possibility for extension)
Full Time 36 Hours, 0800-1700
Immediate Start
Basic DBS, Driving and Own Vehicle Essential


We are seeking a dedicated Resident Liaison Officer to join our clients team in Sutton.

This role is crucial for providing support and information to tenants and leaseholders affected by major works.

Your efforts will ensure excellent customer care throughout capital projects.

Mainly, we are looking for somebody who has experience of support for tenants and leaseholders whose homes are affected by major works.

Please note, driving and having access to your own vehicle for business purposes is essential to the role.


Key Responsibilities:



  • Serve as the primary contact for residents, ensuring exceptional customer service.

  • Distribute approved communications and literature to residents before work commences.

  • Create tenant profiles and conduct home surveys.

  • Maintain regular contact with residents using their preferred communication methods.

  • Agree on access arrangements to ensure timely completion of works.

  • Inform residents of any delays or changes to the work schedule.

  • Conduct site introductions, explain the scope of work, and monitor access to properties.

  • Arrange and attend resident meetings, presentations, and exhibitions.

  • Conduct follow-up courtesy visits and provide ongoing advice and guidance during the works.

  • May occasionally need to work evenings/weekends


Key Outcomes:



  • Ensuring that all procedures for communicating and consulting with residents on capital projects demonstrate Best Value.

  • Liaising with and setting the standard for contractors and their RLO's (and where appropriate consultants) engaging with residents.

  • Ensure residents receive timely written and verbal notifications about the commencement of works.

  • Produce and oversee the distribution of appropriate communication materials, such as letters, leaflets, and newsletters.


Essential Skills & Experience:



  • Driving and access to own vehicle for business purposes

  • Knowledge of current developments in housing policy and customer service.

  • Experience working in social housing, local government, or customer service environments.

  • Demonstrable experience with tenants and leaseholders undergoing major building works.

  • Effective communication skills, both written and verbal.

  • Ability to build strong working relationships at all levels.

  • Self-motivated with the ability to plan work logically and work under pressure.

  • Proficient in Google and/or Microsoft Office applications.

  • Knowledge of the NEC Housing system.

  • Collaborative team player.


If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Alex at Service Care Solutions on 01772 208 966 or send an E-Mail to alex.yates@servicecare.org.uk





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