Resident Liaison Manager (Part-Time, 3 days per week) - Fantastic Affordable Housing Charity £27,000-£30,000+

Are you a customer service champion looking for a rewarding, part-time role with a purpose? Do you thrive on making a difference and handling challenges with professionalism and empathy? If so, we want to hear from you!

About the Role:

We're recruiting on behalf of a fantastic charity that's committed to providing high-quality, affordable rental housing in London. They're looking for a dedicated Resident Liaison Manager to join their team on a part-time basis, working three days a week.

This is a key role where you'll be the voice of the customer, representing the charity and ensuring that residents receive top-quality service. You'll take the lead on managing formal and high-level complaints, overseeing customer surveys, and supporting regulatory responsibilities. You'll also work closely with the Customer Services Director to deliver strategic improvements and maintain a customer-focused ethos throughout the organisation.

Key Responsibilities:

• Complaints Management:

  • Lead on handling and resolving high-level customer complaints, including correspondence with Ombudsman services.
  • Oversee the management of Stage one complaints and take responsibility for Stage two and Ombudsman complaints, ensuring compliance with internal policies.
  • Collate information from colleagues, third parties, and residents to provide thorough and timely responses.
  • Report on complaints performance monthly and analyse feedback to identify trends and improvements.

• Customer Surveys and Engagement:

  • Assist with the creation and delivery of customer surveys to gather valuable feedback.
  • Analyse survey data to make recommendations for service improvements.
  • Produce comprehensive reports to inform strategic decisions.

• Regulatory Compliance:

  • Stay informed about regulations relating to residents, including Consumer Standards and Rent Reform.
  • Support the Customer Services Director with regulatory responsibilities and produce essential reports, such as the Annual Complaints Service and Improvement report.
  • Respond to Councillor and MP enquiries efficiently and professionally.

• Customer Service Excellence:

  • Be a positive ambassador for customer service within the organisation.
  • Work collaboratively with colleagues and managing agents to maintain a consistent, high-quality service for all residents.
  • Support resident engagement initiatives and encourage a customer-centric culture.

What We're Looking For:

• Experience:

  • Proven experience in a customer service role, ideally within the housing or social care sector.
  • Demonstrated ability to handle high-level complaints and deliver timely, professional responses.
  • Knowledge of the Housing Sector and Consumer Standards (desirable but not essential).

• Skills and Abilities:

  • Exceptional communication skills, both written and verbal.
  • Strong analytical abilities to interpret data and generate insightful reports.
  • Proactive and resilient, with the ability to handle challenging situations with empathy and professionalism.
  • A team player with a positive, problem-solving mindset.
  • Willingness to travel and occasionally work outside standard office hours.

Why Apply?

This is a unique opportunity to join a respected charity and make a genuine impact on the lives of London's residents. You'll have the chance to shape the customer experience and work alongside passionate colleagues who share a commitment to quality and care.

If you're looking for a meaningful role where your skills and dedication will truly make a difference, apply today!