Ashford
Temporary
Full Time
Join a forward-thinking Housing Association in Ashford as a Resident Liaison Officer, supporting the delivery of responsive repairs and maintenance services while ensuring excellent customer satisfaction. THE ROLE
As Resident Liaison Officer, you will be the key point of contact for residents, supporting and guiding them through housing repair, complaint and disrepair processes. Your role will be essential in maintaining service quality and improving tenant experiences.
- Manage customer journeys for repairs, complaints, and disrepair cases
- Respond to dissatisfaction at first point of contact, aiming to resolve and de-escalate issues
- Investigate and resolve MP and Councillor enquiries in line with council procedures
- Maintain complaint logs and disrepair trackers to report trends and lessons learned
- Conduct home visits to meet residents, assess works and gather evidence
- Arrange appointments and ensure resident satisfaction with completed repairs
- Liaise with contractors and internal teams to deliver excellent service
The ideal candidate will have strong experience in a customer-facing role, ideally within a social housing, local authority or construction environment, with a good understanding of repairs and maintenance processes.
- Experience in a Resident Liaison Officer or similar role within housing
- Strong interpersonal skills with a proactive and empathetic approach
- Understanding of complaint resolution procedures and customer care
- Excellent communication and organisational abilities
- Confident using digital systems and familiar with GDPR
Working Hours: Full Time, 37 Hours Per Week
Length of Contract: 3 Month Contract, Temp to Perm
Rate: £18.35 per hour LTD / £15.75 PAYE (inclusive of holiday pay) HOW TO APPLY
To apply for this role, please apply directly or email bethany.wiles@servicecare.org.uk or call 01772 208 966 and ask for Beth for more info
If the role is more suited to someone you know, we offer a £250 referral bonus for every successfully referred candidate!
