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.

Job Opportunity: Scheduler / Planner
Location: West Midlands
Contract Type: Full-Time, Permanent

We are recruiting on behalf of a leading contractor to find a highly organised Scheduler/Planner to join their team based in the West Midlands. This is a fantastic opportunity for someone who thrives in a fast-paced environment and is passionate about delivering excellent customer service while supporting the smooth running of operational processes.

The Role

As a Scheduler/Planner, you will work as part of a busy team, helping to coordinate repairs and maintenance works. Your role is critical in ensuring that tradespeople are deployed efficiently, and residents' needs are met promptly.

Responsibilities:

• Providing excellent customer service to residents and clients.
• Scheduling appointments with tradespeople in an organised and cost-effective manner.
• Managing appointment rescheduling using the company's planning tools.
• Logging and updating jobs on the company's job management system.
• Collaborating with supervisors and tradespeople to organise and allocate work effectively.
• Handling enquiries from residents and resolving appointment-related issues.

Candidate Requirements:

• Experience working in a busy call centre environment.
• Strong multitasking abilities, with a proven ability to meet deadlines and targets.
• Excellent communication skills, with attention to detail and a customer-focused approach.

• Experience in a scheduling or planning role is advantageous but not essential.

What's on Offer?

• Annual Holiday: Entitlement increases after one year's service (up to an additional 5 days).
• Long Service Awards: Recognition for key milestones.
• Perkbox Membership: Access to free coffees, cinema tickets, trips away, and more.
• Volunteer Days: One paid day annually to support a cause close to your heart.

Ready to Apply?

If you're a highly organised professional who enjoys problem-solving, communicating with a wide range of people, and supporting the success of a busy team, we'd love to hear from you.

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.

Administrator
Location: West Midlands
Contract Type: 12-Month Fixed Term Contract

We are working with a reputable main contractor based in the West Midlands, to recruit an experienced Administrator on a 12-month fixed-term contract. This is an excellent opportunity to join a highly regarded business that partners with some of the UK's largest landlords, building owners, and facilities managers, delivering strategic building repairs, planned maintenance, and property improvements across multiple sectors.

The Role

As an Administrator, you will be based within a fast-paced call centre environment, supporting the operational team to deliver outstanding service to clients, including Housing Associations, Local Authorities, and their residents. This role requires someone with strong communication skills, who can resolve queries efficiently and with a positive attitude.

Responsibilities

• Answering incoming calls from tenants regarding repair works and resolving queries effectively.
• Utilising company systems to process orders accurately to enable client invoicing.
• Keeping the system up-to-date with detailed records of all resident interactions.
• Reviewing reports from supervisors or tradespeople to determine necessary actions for resolving repairs.
• Handling minor complaints and resolving them at the first point of contact.

Candidate Requirements

• A professional and friendly telephone manner.
• A strong focus on delivering excellent customer service.
• Excellent communication and prioritisation skills.
• Problem-solving abilities, with the initiative to identify and address customer needs effectively.

This is a varied and rewarding role, and some flexibility may be required to support the wider team's success.

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.

Digital Transformation Programme Manager (Income Maximisation)

Contract Type: 6-Month Interim Contract

Location: Hybrid - 3 days in office (London), 2 days remote

Rate: £600 per day (Inside IR35)

We are seeking an experienced Programme Manager to lead high-impact transformation initiatives within a public sector setting. This role focuses on income maximisation, debt reduction, and boosting operational efficiency through innovative digital solutions. You will oversee governance, stakeholder engagement, and lead a multidisciplinary team to deliver strategic programmes effectively.

Key Responsibilities

• Spearhead income-maximising strategies and shift towards payment-in-advance models to minimise outstanding debt.
• Develop and implement governance frameworks for clear accountability and risk management.
• Lead, mentor, and coordinate a team across multiple departments and external partners.
• Drive process automation and operational efficiencies by optimising existing IT systems.
• Maintain a strong programme narrative, communicating benefits to stakeholders, including executive leaders and partners.
• Champion revenue collection enhancements via automation and digital tools, while elevating customer experience.
• Align departments with programme milestones and ensure readiness for change.
• Monitor financial impacts and adjust programme strategies for maximum benefit.
• Cultivate relationships with stakeholders and act as a main transformation point of contact.
• Prepare and oversee the monthly Income and Debt Board pack with clear progress reports and strategic guidance.
• Simplify complex information into insights for non-technical audiences to gain support.
• Keep senior leadership updated with progress, challenges, and outcomes.
• Manage programme budgets with accurate forecasting and resource allocation.
• Identify and handle programme dependencies in collaboration with relevant parties.

Person Specification

• Proven track record managing programmes focused on income maximisation and debt reduction.
• Expertise in delivering automation and digital transformation projects.
• Strong governance, budget management, and risk mitigation skills.
• Collaborative leader capable of guiding multidisciplinary teams in complex environments.
• Experience with public sector finance initiatives or related transformation programmes.

Technical & Leadership Qualifications:

• PRINCE2 certification required; MSP or APM certifications highly desirable.
• Familiarity with programme management tools (MSP, APM) and digital frameworks (Agile/Waterfall).
• Competence with tools like MS Project and Asure DevOps.
• Degree or substantial relevant experience.
• Experience with systems like NEC, Oracle Fusion, Pay360, or Abacus is beneficial but not essential.

Housing Operations Manager

Location: West London
Contract: Interim
Rate: Up to £300 per day (Umbrella, inside IR35)

We are seeking an experienced Housing Operations Manager to join a dynamic local authority in London on an interim basis. This crucial role will involve leading and managing a team of housing officers and assistants to deliver a high-quality neighbourhood service. The successful candidate will drive initiatives that improve resident satisfaction, ensure compliance, and contribute to building safe and sustainable communities.

Key Responsibilities:
* Lead and motivate team of Housing Officers and Housing Assistants to achieve corporate targets.
* Foster relationships with tenant and resident associations to support service improvements.
* Ensure adherence to tenancy terms to minimise nuisance and improve resident satisfaction.
* Oversee tenancy checks to address breaches, reduce illegal occupancy, and optimise housing stock use.
* Deliver quarterly estate inspections with relevant teams to maintain high standards and identify service improvement opportunities.
* Ensure team actions align with fire risk assessment recommendations.
* Manage ASB cases using available tools to deter and prevent incidents, enhancing residents' quality of life.
* Ensure a victim-centred approach to reports of domestic violence, providing prompt and sensitive responses.
* Oversee voids and rehousing processes to maximise income and expedite property letting.
* Control budgets and identify cost-saving opportunities to enhance efficiency and service delivery.
* Represent housing management services at county court hearings and in various internal and external forums.
* Build strong partnerships with internal and external stakeholders, including health services, voluntary groups, police, and community organisations.
* Assess complex tenancy management cases and recommend resolutions, ensuring adherence to legal procedures.
* Develop communication strategies to keep tenants informed of their rights and responsibilities and engage them in service development.
* Oversee the resolution of resident complaints in line with policy and use insights from complaints to drive continuous improvement.
* Analyse team performance against key indicators and implement strategies for enhancing value for money.
* Identify and deploy best practices to achieve exemplary service delivery. Champion innovative approaches to improve processes, reduce costs, and increase customer satisfaction.

About You:
* Proven track record in housing management, leading teams, and delivering community-based services within a local authority setting.
* Strong leadership, communication, and problem-solving skills, with a commitment to service excellence and continuous improvement.
* Familiarity with housing policies, tenancy laws, and effective anti-social behaviour strategies.
* Collaborative, proactive, and resident-focused, with a drive to build strong partnerships and deliver sustainable solutions.

Interim Head of Resident Engagement and Resolution

Location: Remote/Flexible with occasional site visits
Contract: Interim
Rate: £550 - £650 per day (inside IR35)

We are working on behalf of a prominent housing provider to recruit an Interim Head of Resident Engagement. This is a unique opportunity for an experienced leader to drive resident engagement and shape service delivery in a highly impactful role.

Key Responsibilities:
- Oversee the complaints-handling team, ensuring efficient resolution of customer complaints while maintaining compliance with strategic and regulatory standards. Aim for a seamless customer experience that meets and exceeds expectations.
- Head up the team responsible for implementing the Customer Engagement Strategy and supporting resident-led scrutiny groups to ensure resident input shapes service delivery and improvements.
- Design robust mechanisms to capture lessons from complaints and embed them across the organisation, collaborating with heads of service to drive strategic enhancements.
- Lead both teams through the organisation's Connect transformation programme, introducing effective structures and innovative ways of working to optimise resident engagement.
- Work closely with other departments to integrate resident feedback into broader service strategies and influence positive change at all levels of the organisation.

Candidate Profile:
- Strong background in senior leadership roles related to customer service, resident engagement, or similar fields, ideally within housing or regulated environments.
- Demonstrable experience leading and managing teams focused on complaint resolution and resident engagement, driving up customer satisfaction rates.
- Experienced in leading teams through significant organisational change and transformation projects.
- Capable of designing and implementing impactful engagement strategies that resonate with residents and stakeholders alike.
- Strong skills in building partnerships and ensuring effective cross-functional communication.
- A deep commitment to service excellence and improving the resident experience through active listening and action.

This is an exciting opportunity to join a leading housing provider in a role that places residents' voices at the heart of the business. If you are passionate about driving change and leading teams to achieve exceptional resident outcomes, we encourage you to apply.

Revenue and Benefits Systems Manager

Location: London (Local Authority)
Contract: Interim
Rate: Up to £500 per day (Umbrella, inside IR35)

About the Role
We are recruiting for an experienced Revenue and Benefits Systems Manager to join a London-based local authority on an interim basis. This pivotal role will provide leadership in managing IT systems supporting the Revenues, Benefits, and Discretionary Benefits functions. The ideal candidate will play a crucial part in driving strategic technology initiatives and ensuring optimal system performance to enhance service delivery to residents and businesses.

Key Responsibilities:
- Oversee and manage all IT systems related to Revenues and Benefits, including system upgrades, patches, and security access controls.
- Lead teams responsible for system administration and government return submissions, ensuring accuracy and timely delivery.
- Maintain statutory subsidy reporting requirements, monitor expenditure, and protect the council's housing benefit subsidy.
- Foster effective relationships with third-party suppliers, manage contracts, and oversee outsourced services to ensure compliance with service-level agreements.
- Collaborate with Digital Services to coordinate system enhancements and upgrades, aligning with P/DSS, GDPR, and other mandatory requirements.
- Guide teams through digital transformation projects, developing roadmaps, and implementing new processes to drive improvements.
- Respond to statutory and local scheme requirements, implementing new processes and addressing information requests.
- Lead year-end activities for Council Tax, Business Rates, and Benefits, ensuring seamless updates and accurate reporting for financial forecasting.
- Work closely with finance teams to reconcile payments and subsidy claims, maintaining audit compliance.
- Support service delivery improvement through innovative technological solutions, including robotics and automation.

About You:
- Degree level or equivalent experience; IT reporting qualifications (e.g., QBF SQL).
- Significant expertise in managing IT systems for Revenues and Benefits, including Capita's Academy System. Familiarity with EDMS systems like NEC Enterprise is preferred.
- Strong knowledge of SQL, database management, and running bespoke queries.
- Demonstrated ability to lead and develop teams, providing motivation, supervision, and clear performance management.
- Experience in managing third-party relationships and service-level agreements.
- Proven track record in coordinating audits, managing system security, and adhering to data protection regulations.
- Skilled in delivering digital transformation and working closely with senior stakeholders to ensure readiness for technological change.
- Adept at identifying system errors, coordinating resolutions, and proactively managing system upgrades and risk mitigation.

This is an excellent opportunity for a strategic and detail-oriented professional to make a substantial impact within a local authority.

Interim Assistant Director of Culture, Customer and Residents

Location: Surrey
Salary: £600 per day (Umbrella/inside IR35)
Contract Type: Interim
Work Arrangement: Hybrid working

About the Role:
A leading local authority in Surrey is seeking an Assistant Director of Culture, Customer and Residents on an interim basis. This strategic role is critical in delivering high-quality services and shaping the council's direction to foster positive community outcomes. As a key member of the leadership team, you will be responsible for developing and executing strategies that enhance customer experiences, strengthen community engagement, and champion cultural initiatives.

Key Responsibilities:
- Provide visionary and operational leadership for service areas including Culture and Heritage, Customer Fulfilment and Experience, Neighbourhood and Community Involvement, and Community Safety.
- Develop and implement the council's Customer Improvement Strategy and Plan, ensuring high standards in customer service.
- Manage community partnerships, grants, and contracts with organizations such as local voluntary action groups and citizen advisory services.
- Oversee the delivery of arts programs and cultural strategies, including those aligned with key local initiatives.
- Drive service transformation, fostering creativity and sustainable practices to enhance service delivery within budget constraints.
- Build trusted relationships across diverse community groups, ensuring inclusive and meaningful engagement.
- Lead contract management and performance assessments to achieve effective outcomes and compliance with statutory obligations.

About You:
- Demonstrable track record in senior leadership roles involving strategic direction, contract management, and service delivery.
- Inspirational leader adept at promoting inclusivity, driving cultural change, and managing complex service areas.
- Ability to plan effectively, deliver shared outcomes, and align services with council goals.
- Experience in building partnerships within communities and engaging with stakeholders to elevate customer satisfaction.
- Proven history of service improvement and successful implementation of customer-focused strategies.
- Able to navigate financial challenges creatively and sustain high performance under evolving circumstances.

Skills and Qualifications:
- Evidence of continuous professional development.
- Strong political acumen and understanding of governance.
- Skilled in fostering relationships and collaboration across sectors.
- Commitment to equity, diversity, and sustainability in service delivery.

This role offers an exciting opportunity to lead impactful initiatives and contribute to the strategic vision of a dynamic local authority.

Interim Assistant Director of Housing Management

Location: London
Salary: £600-£700 per day (Umbrella/inside IR35)
Work Arrangement: Hybrid working, with 3 days per week in the office.

The Role:
We are recruiting for an Assistant Director of Housing Management to join a London-based local authority on an interim basis. This role requires a highly skilled leader to oversee critical housing services, ensuring exceptional service delivery to residents and leading teams across various operational areas.

Key Responsibilities:
- Provide strategic leadership to housing management services for 17,000 homes (both leasehold and general needs), maintaining high standards and prioritising resident satisfaction.
- Drive the development and implementation of the Council's housing strategies, including areas such as Neighbourhood Services, Homelessness Prevention, Supported Housing, Allocations, and Financial Inclusion.
- Ensure effective budget management and value for money across all services.
- Promote continuous improvement and cultural change to establish a high-performing, resident-focused service.
- Lead on policy interpretation and ensure services comply with all relevant legislative frameworks.
- Build and maintain positive relationships with stakeholders, including resident forums, internal teams, and external partners.
- Oversee the management of contracted services and ensure strong procurement practices.
- Support and develop staff through mentoring, coaching, and training initiatives.
- Provide comprehensive and timely briefings to senior leadership and elected members.

About You:
- Proven leadership in housing management with a track record of managing large-scale operations.
- Experience with strategy development and service transformation.
- Strong financial acumen and experience managing substantial budgets.
- Ability to foster collaborative relationships with diverse stakeholders and work in politically sensitive environments.
- Thorough understanding of the regulatory landscape of social housing and relevant legislation.
- Excellent communication and influencing skills.
- Demonstrated ability to manage teams effectively, drive change, and uphold high performance standards.
- Degree-level education or equivalent professional development.

This is an opportunity for a driven leader to make a meaningful impact in housing management and play a pivotal role in shaping the delivery of vital services. If you have the expertise and experience required, we encourage you to apply for this interim position.

Please note, due to the urgency of this vacancy, we are seeking applicants who are immediately available or with short notice periods.

Senior Administrator

Primarily London, with some travel to surrounding areas
4 days a week, no weekends, across multiple sites
30 hours per week

About the Role:
We are seeking a dedicated and highly organised Senior Administrator to join a vibrant charity on a temporary, part-time basis. This role is ideal for a proactive individual with experience in senior-level administration or as a Personal Assistant, capable of managing a dynamic workload of daily tasks and longer-term projects. You will thrive in a fast-paced environment, interacting with a variety of stakeholders and supporting multiple teams.

Key Responsibilities:
- Organise internal team meetings, including the circulation of agendas and minutes.
- Coordinate external meetings with suppliers and gather necessary documents and information from internal teams.
- Collaborate with the Projects, Systems, and Resourcing Manager to review and update policy and procedure manuals.
- Assist in embedding a new Teams site, supporting the Hospitality Team, and managing documents.
- Lead and coordinate audits and manage the 'inventory project.'
- Provide administrative support for the Redbridge Project.
- Complete policy work and upload documents to the charity's intranet.

About You:
- Previous experience in senior administrative or PA roles is essential.
- Proficiency in Microsoft Outlook, Excel, and scheduling tools; quick to learn new systems.
- Able to prioritise tasks efficiently, handle a changing workload, and meet deadlines.
- Comfortable engaging with various people and teams in a dynamic environment.

This is a great opportunity for someone looking to make an impactful contribution in the charitable sector, using their organisational skills to support meaningful projects.