Resident Liaison Officer

What we’re looking for:

• Are you experienced in providing a customer focused service and able to demonstrate commitment to customer satisfaction?

• Can you think outside the box to solve problems?

• Are you able to build and develop good working relationships?

• Can you confidently translate technical information into user friendly information for non-technical audiences?

• Do you have a full UK driving license?

If so, this role is perfect for you!

Here at Peabody, we have an opportunity for a Resident Liaison Officer on a Permanent at our Houghton Regis office.

A bit about the role:

As a Resident Liaison Officer, you will act as the main point of contact for residents when work is carried out on their property (mainly kitchen and bathroom installations), ensuring excellent customer service at all stages of the process. Liaise with colleagues to ensure work on properties is carried out smoothly and efficiently.

This role will be required to visit Peabody properties on a regular basis and ensure that residents and leaseholders are kept informed of the progress of work on their property.

Some of the key results for the role include:

• To ensure regular, effective communication with residents about work to their property, from beginning to end, ensuring essential project information packs and leaflets are shared with residents.

• Keep residents informed about progress and write to them before works commence, explaining likely disruption during works.

• Visit properties with kitchen designers and report back to the operations and scheduling teams on locations of water stop valve, gas meter, electric fuse board etc, take photos of the kitchen and liaise with the resident on the estimated installation date of their kitchen.

• Manage and enhance the resident communication process, making sure there is effective communication with residents and all internal and external stakeholders including any subcontractors, in line with our values and vision.

• Resolve access and customer service issues to ensure the smooth delivery of the works, including defects logging and actions.

This role will require a Basic DBS check and a UK driver’s licence.

A minimum of 1 to 2 days working in the Houghton Regis office is required.

A bit about us:

160 years after it was established, Peabody is one of the oldest not-for-profit housing associations in the UK.

The Peabody Group is responsible for more than 107,000 homes, with around 220,000 residents across London and the Home Counties. We also have around 20,000 care and support customers.

Our purpose is to help people flourish, and we are getting closer to residents by taking a local approach.

We are committed to delivering a responsive and easily accessible repairs service and investing in our existing homes so they are safe and well maintained. Our retrofit projects will make thousands of our homes more energy efficient.

We work with councils and communities to promote economic inclusion, tackle inequality and poverty, and prioritise wellbeing.

Here just a few of the benefits for working at Peabody:

• Up to 25 days annual holiday plus bank holidays
• Competitive salaries that are benchmarked regularly against current market rates 
• Two additional paid volunteering days each year 
• Family friendly policies
• Flexible benefits scheme, including options for Healthcare, Dental care, Critical illness cover, vouchers, technology scheme and access to a discount portal
• 4 x salary life assurance
• Up to 10% pension contribution

Are you ready to apply?

PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.

To be considered for the position of Resident Liaison Officer, please click on the ‘Apply Now’ button and submit both your CV and a bit about why we should consider you for the role. 

Interviews will be held week commencing 11th March.

If you need to ask us anything else at all, feel free to drop an email to chloe.singleton@peabody.org.uk and one of our team will be in touch.

Peabody reserves the right to close this advert before the advertised closing date, depending on the number of applications received.