Senior Resident Liaison Officer

Job Overview

We are looking for a Senior Resident Liaison Officer to support and strengthen our Resident Liaison Officer team. This role involves working closely with the Resident Liaison Manager, ensuring regular in person meetings to align on processes and best practices, and driving improvements across the organization.

Location & Compensation

Location: Nottingham

Salary: Competitive package

Contract type: Permanent, full time role

Subject to a satisfactory Enhanced Disclosure and Barring Service (DBS) check.

Key Responsibilities

• Monitor and identify training and development opportunities for the Resident Liaison Officers team
• Support the design and implementation of the onboarding training program for new Resident Liaison Officers, ensuring all receive appropriate induction training
• Ensure new and existing Resident Liaison Officers across the organization are trained and follow the company's processes consistently
• Ensure residents have the best possible experience with PiLON, while meeting project compliance and residents' satisfaction KPIs
• Work collaboratively as part of the site team to deliver required services in line with contract requirements, following company policy and procedures
• Drive continuous improvement of end to end processes related to client and resident interaction

Qualifications & Skills

• Minimum of two years continuous experience in a Resident Liaison Officer role, plus experience in Customer Engagement and improving Customer Satisfaction
• Excellent communication and stakeholder management skills, with a collaborative and networking style
• Ability to work at pace and respond quickly to changing demands and priorities
• Knowledge of administration, reporting methods and Key Performance Indicators
• Proven understanding of Customer Care, particularly with vulnerable people
• First class communication skills; confident influencing and communicating verbally and in writing at all levels
• Proactive, able to handle issues and complaints calmly and professionally

Benefits and Perks

• 23 days of holiday per year, excluding bank holidays (additional days accrue with length of service)
• Up to £2,000 reward for successful referrals 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 with exceptional talent and experience
• Trained Mental Health First Aiders support
• Annual training budget for personal and professional development

About PiLON

PiLON is part of the United Infrastructure Group, a trusted name in construction specialising in planned maintenance and refurbishment within the social housing sector. With over 20 years of success, we are committed to diversity and inclusion, proudly supporting the Black Professionals in Construction Network. We hire people for attitude, potential and values, creating strong teams that deliver high quality work and lasting impact.