Job search

Resident Liaison Officer (RLO)
Location: London and Home Counties
Contract Type: Full-Time, Permanent

We are recruiting on behalf of a reputable contractor in the Repairs and Maintenance sector, seeking a dedicated Resident Liaison Officer (RLO) to join their team across London and the Home Counties. This is an excellent opportunity for a customer-focused individual passionate about making a positive difference in residents' lives.

The Role

The Resident Liaison Officer acts as the key point of contact between the contractor, residents, and scheme managers, ensuring high levels of customer satisfaction and effective communication. This role involves resolving concerns promptly, supporting vulnerable residents, and engaging with the community to maintain trust and confidence.

Key Responsibilities:

• Responding to and resolving resident concerns, complaints, and enquiries promptly and professionally.
• Maintaining and reporting on complaints logs, identifying trends, and recommending improvements.
• Visiting residents in their homes to address issues, provide updates, and ensure satisfaction with completed works.
• Arranging compensation or goodwill gestures as approved by management.
• Organising and attending consultation events, resident surgeries, and community engagement activities.
• Coordinating with the performance team to identify and support vulnerable residents.
• Producing and presenting reports, surveys, and feedback to internal teams and clients.
• Supporting sustainability initiatives and ensuring compliance with health and safety policies.

Candidate Requirements:

• Proven experience in customer engagement and improving satisfaction levels.
• A strong understanding of customer care, particularly with vulnerable residents.
• Excellent interpersonal and communication skills, with the ability to influence and resolve issues effectively.
• Proficiency in Microsoft Office Suite.
• A proactive, organised approach with the ability to manage workloads independently and as part of a team.
• A current UK driving licence and access to an Android or iOS smartphone.

• Experience working with local authorities or housing associations.
• Knowledge of reactive maintenance services.
• Familiarity with complaint handling procedures.

What's on Offer

• Holiday Entitlement: 22 days per year, increasing with service (up to an additional 5 days).
• Long Service Awards: Recognition for key milestones and continuous service.
• Perkbox Benefits: Access to a wide range of perks, including free coffees, cinema tickets, and discounts on trips away.
• Volunteer Days: One paid day per year to support a cause of your choice.

If you are a motivated, customer-focused professional with a passion for delivering outstanding service, we'd love to hear from you.

MMP Consultancy is currently sourcing for Voids Surveyor for an initial interim contract with a Public-Sector organisation in Hertfordshire. £280 per day Inside IR35 - neg.

Working within social housing to manage Voids duties including Minor and Major works. Holding high standards of quality, time and value for money.

Title: Voids Surveyor
Salary: £280 per day - Inside IR35 (36 hours per week)
Location: Hertfordshire
Contract: Rolling Contract

Duties:

* Delivery of Voids service, being able to pre inspect properties and create specification of works which is fit for purpose for tenants.
* Ensure contractor engagement and management in the delivery of works provided.
* Post inspection of works complete to guarantee a good quality of service.
* Deliver fit-for-purpose, safe and good quality properties to tenants on behalf of the social housing entity.
* Prioritise tenants with value for money and efficiency delivery of works.
* Provide defect-free period of at least 6 months after works.
* Manage the auditable and compliance information required, ensuring the system is completely updated and all invoices are paid when appropriate.
* Work with partners to set, coordinate, track and ensure completion of voids with other services to get things done for the customer which meet or exceed customers' expectations.
* Dealing with unacceptable contractor performance ensuring all issues are remedied.
* Maintain up to date records and provide monthly statistical and qualitative information to the Voids and Maintenance Manager in respect of service performance indicators and progress against targets and budgets. Attending contractors' monitoring meetings as required to give performance feedback.
* Ensure records are kept up to date and information circulated to all relevant stakeholders including contractors, Lettings, Property Services, Housing Needs, Neighbourhood Services, Rent Accounting, Adaptations and Regeneration teams.

Desirable Qualifications

* HNC, HND, BTEC HND or higher, in a building discipline, or over 5 years hands on experience of related repairs surveying/ construction from a trade background.
* Relative experience of building maintenance in a local authority or other registered social landlord.
* Experience of working to strict deadlines within a busy multi agency setting
* Experience in the management and administration of domestic building repairs
* Demonstrable experience of controlling costs expenditure of maintenance works