Location
Westminster Bridge Rd, London

Hours
Full Time (hours not specified)

Salary
£44,060 per annum

About the Role
We are looking for a passionate and customer-focused Resident Liaison Officer to join our Investment directorate and play a key role in ensuring residents and leaseholders are fully informed, supported and engaged throughout our planned investment and improvement programmes. In this role, you will act as the primary link between residents, contractors and Peabody teams, ensuring communication is clear, timely and effective. You'll work proactively to resolve access issues, support vulnerable residents, minimise disruption during works and help create positive customer experiences throughout the delivery of our programmes.

Key responsibilities include providing exceptional customer service, building strong relationships with stakeholders, and delivering timely communication with customers. You will work to resolve problems of access, ensure vulnerable residents are supported, and communicate effectively with those facing language difficulties by identifying individual needs. You will enhance engagement and collaboration with customers, leaseholders, contractors, consultants, and stakeholders in delivering the Investment programme, promoting Peabody’s values and vision.

Additional duties involve managing Investment customer communications, attending contractor meetings to provide reports and information, monitoring resident satisfaction through KPIs, and translating feedback into operational and strategic improvements. You will also monitor quality and customer service standards and support the Complaints Team in managing and responding to complex complaints.

Experience
Experience within resident liaison, customer engagement, customer service, housing, or a similar customer-focused environment is required.

About you
Excellent communication and interpersonal skills with the ability to engage confidently with a diverse range of stakeholders. Strong customer care skills and a genuine commitment to delivering outstanding service. Ability to build effective working relationships across operational and professional teams. Good organisational skills with the ability to manage competing priorities and deadlines. Strong problem-solving skills and a proactive approach to overcoming obstacles. Good IT skills and experience using Microsoft Office applications. Hold a Full UK driving licence.

Qualifications
No specific qualifications are stated as mandatory for this role.