Senior Resident Liaison Officer

PiLON • London, CA

4d

About The Position

We are on the lookout for a driven, energetic, and proactive Senior Resident Liaison Officer to take a leading role in supporting our Resident Liaison Officer team. If you enjoy working with people, building trust, are approachable, tactful, and diplomatic and if you thrive in being part of a dynamic, fast-paced environment, we’d love to hear from you.

As a Senior Resident Liaison Officer, you will work closely with our Resident Liaison Manager and play a key role in strengthening our day-to-day operations by supporting our Resident Liaison Officers across the business, ensuring to meet regularly, in person, to align on processes and best practices.

The ideal candidate is someone with a minimum of two years of continuous experience in a Resident Liaison Officer role, as well as experience in Customer Engagement and improving Customer Satisfaction.

Requirements

• Great communication and stakeholder management skills, collaborative approach, with a natural style that builds a strong team and network
• Ability to work at a pace and respond quickly to changing demands and priorities
• Knowledge of administration, methods of reporting and Key Performance Indicators
• A proven understanding of Customer Care with particular reference to vulnerable people is essential
• First Class communication skills; must be able to influence and communicate very confidently both verbally and in writing, at all levels, is essential
• Proactive, with the ability to deal with issues and complaints in a calm and professional manner
• A minimum of two years of continuous experience in a Resident Liaison Officer role
• Experience in Customer Engagement and improving Customer Satisfaction

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 the new Resident Liaison Officers, making sure everyone goes through the appropriate training as part of their induction
• Making sure that new as well as existing Resident Liaison Officers across the organisation are trained and follow the company’s processes in a consistent manner
• To ensure that residents have the best possible experience with PiLON, whilst making sure that project compliance and residents’ satisfaction KPIs are met
• Work collaboratively as part of the site team to deliver the required services in line with the contract requirements, following company policy and procedures
• Drive the continuous improvement of end-to-end processes related to clients' and residents’ interaction

Benefits

• 23 days of holiday per year, excluding Bank Holidays (+ get more days with length of service)
• Up to £2,000 reward for successful recommendations 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 and a great team with exceptional talent and experience
• Trained Mental Health First Aiders support
• Annual training budget so you can focus on your personal and professional development and much more…

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed