Resident Liaison Officer

• Location: Merton (3 days onsite 2 days from home)
• Job Type: temp cover till end of November 2025
• Hourly rate: 20 PAYE or 25.38 Umbrella per hour / 23.35 an hour PAYE

We are seeking a Resident Liaison Officer to support the development and implementation of a housing associations customer contact and stakeholder communication strategy. This role is crucial in ensuring that we effectively hear and respond to our residents' views, delivering on service promises and maintaining strong relationships with contractors and customers.

Main Purpose of the Role

• Act as the primary link between our organisation, its contractors, and our customers, facilitating the smooth operation of services.
• Build and maintain positive relationships to ensure effective liaison between key stakeholders and deliver improved responsive services to our customers.

Key Responsibilities

• Participate in and lead local service resident engagement strategies when required.
• Analyse key data to inform service improvement strategies.
• Coordinate responses to customers by collaborating with the local housing team and customer contact centre.
• Identify relevant internal and external stakeholders to ensure comprehensive service changes.
• Manage customer communications to maintain high satisfaction levels.
• Organize and attend stakeholder meetings, producing communication materials through various methods.
• Represent the Housing Neighbourhood Team at meetings and lead smaller project teams as appropriate.
• Provide a customer-focused service, ensuring all tasks are completed and that complaints and requests from residents and stakeholders are actioned effectively.
• Liaise with customers and act as a conduit between all relevant teams, keeping all parties informed.
• Assist in liaising with in-house service providers and contractors to ensure top-tier service delivery.
• Participate in the viewing and sign-up of customers at the handover of regeneration properties.
• Ensure compliance with GDPR regulations when processing customer data.

Required Skills & Qualifications

• Prior experience as a Resident Liaison Officer
• Proven experience in a front-line, customer-focused role within the social housing sector.
• Experience with project management methods and working within a housing association or local authority.
• Strong analytical skills with the ability to identify trends and present data effectively.
• Excellent communication skills, capable of adapting based on the audience.
• Experience in building and maintaining relationships with multiple stakeholder groups across geographical boundaries.

To apply for this role please submit your application with an updated copy of your CV or reach out to me directly at