Location
Westminster Bridge Road, 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 will 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.

Your responsibilities will include providing exceptional customer service, building strong relationships with stakeholders and delivering timely communication with customers. You will enhance engagement and collaboration with customers, leaseholders, contractors, consultants and stakeholders in delivering the Investment programme, promoting Peabody’s values and vision. You will manage and distribute customer communications effectively, attend contractor meetings, provide reports to assist contract management, and monitor resident satisfaction and contractor performance using KPIs to drive operational and strategic improvements. Additionally, you will monitor quality and customer service standards and support the Complaints Team in managing complex customer complaints.

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

About you
You will have 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 are essential. You should be able to build effective working relationships across operational and professional teams, possess good organisational skills to manage competing priorities and deadlines, and demonstrate strong problem-solving skills with a proactive approach to overcoming obstacles. Good IT skills and experience using Microsoft Office applications are also required.

Qualifications
No specific qualifications are stated as mandatory, but relevant experience and skills as outlined above are essential.