Senior Resident Liaison Officer

Location: North West
Patch: Preston to Macclesfield, Birkenhead to Tameside
Salary: 38,000 to 42,000 + car allowance
Sector: Social Housing / Planned Maintenance

We are working with a leading contractor within the social housing sector who is looking to appoint an experienced Senior Resident Liaison Officer to support a busy programme of works across the North West.

This is a fantastic opportunity for an established RLO who is ready to step into a senior role, or an experienced Senior RLO who enjoys supporting teams, embedding processes and helping develop people.

As Senior Resident Liaison Officer, you will be responsible for supporting the delivery of resident engagement across a varied social housing workload, covering areas from Preston to Macclesfield and Birkenhead to Tameside.

You will be overseeing and supporting a team of 2 - 5 Resident Liaison Officers, ensuring residents are kept fully informed throughout the works process and that a high level of customer care is maintained across all projects.

A key part of the role will be embedding systems, improving ways of working and supporting the development of the RLO team.

• Supporting and managing a team of 2 to 5 Resident Liaison Officers
• Acting as the main point of escalation for resident queries, complaints and complex issues
• Ensuring residents receive clear, timely and accurate communication throughout planned works
• Embedding systems, processes and best practice across the RLO team
• Supporting the development, training and day-to-day performance of team members
• Liaising closely with site teams, contracts managers, clients and residents
• Monitoring customer satisfaction and helping to improve service delivery
• Ensuring all resident engagement activity is recorded accurately
• Supporting delivery across multiple locations within the North West

• Previous experience as a Resident Liaison Officer, Senior RLO, Tenant Liaison Officer or similar
• Strong background within social housing, planned maintenance or refurbishment works
• Experience supporting or mentoring other RLOs would be highly beneficial
• Excellent communication and relationship-building skills
• Confident handling complaints, escalations and sensitive resident issues
• Strong organisational skills and the ability to manage a busy regional workload
• Comfortable travelling across the North West patch
• Full UK driving licence

If you are an experienced RLO looking to take the next step, or a Senior Resident Liaison Officer looking for a new opportunity across the North West, please apply today or call Jess on (phone number removed)