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About the Role
We are seeking an enthusiastic, proactive, and experienced Resident Liaison Officer with excellent communication and customer service skills. You will be the primary point of contact between the project team and residents, leading resident liaison work and ensuring minimal disruption, successful access arrangements, and a smooth refurbishment process for residents.
Responsibilities
- Communicate with residents to organise property visits
- Regularly visit residents' homes to conduct property surveys and establish what type of refurbishment work needs to be done
- Act as the bridge to minimise disruptions and ensure projects proceed seamlessly, generating resident satisfaction and loyalty
- Collaborate with the site team to ensure refurbishment work is completed based on agreed timelines
- Handle complaints patiently and efficiently
- Keep project trackers updated in line with the program of works
Requirements
- Driving licence and access to your own vehicle (essential)
- A customer-focused mindset
- Comfortable using Microsoft Office and IT systems
- Strong problem-solving and complaint-handling skills
- Excellent verbal and written communication
- Reliable, punctual, and well-organised
- Able to prioritise, multitask, and adapt to changing deadlines
- Subject to a satisfactory Disclosure and Barring Service (DBS) check
Skills
- Communication
- Customer service
- Problem-solving
- Complaint handling
- Verbal communication
- Written communication
- Organisation
- Prioritisation
- Multitasking
- Adaptability
Location
- Westminster and surrounding areas
Work Type
- Full-time
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 for personal and professional development
About the Company
- With over 20 years of success, PiLON began an exciting new chapter in 2024 as part of the United Infrastructure Group, offering more opportunity, broader expertise, and long-term stability.
- Specialises in planned maintenance and refurbishment within the social housing sector, known for delivering high-quality work with care, consistency, and respect for communities.
- At PiLON, we don’t just hire for skills - we hire for attitude, potential, and values.
- Actively welcome people from a wide range of backgrounds, knowing that diverse teams perform better and create better outcomes.
- Commitment to inclusion is reflected in our membership of the Black Professionals in Construction Network, supporting positive change across the built environment.
- Offers a supportive environment, opportunities to develop, and the chance to be proud of what you do every day.
- Join us at United Infrastructure and be part of our mission to deliver innovative and sustainable solutions to the complex infrastructure needs of the UK.