As part of our ongoing growth, we are excited to announce a brand new Resident Liaison Officer vacancy, to join our Repairs Team on a permanent basis! This role is essential in ensuring clear, effective, and empathetic communication, particularly when issues arise that go beyond the typical interactions between residents and our repairs team. The RLO will manage escalated concerns, ensure resident satisfaction, and contribute to the overall success of our repairs service. We own and manage c.7,500 homes in the east of England, working closely with other agencies and stakeholders within our communities. We build on the good foundations we have in place in being a customer-centric organisation, investing in our existing homes - including our zero-carbon journey - as well as building new homes. We've also concluded a review of how we work in the future, with options around home and office flexible working, as well as a generous annual leave allowance and other benefits. Please note that this role is mainly based in the office or out visiting our customers. Requirements Outline of Key Responsibilities... Act as the primary point of contact for residents regarding any escalated repair issues. Handle complaints, concerns, and queries in a professional and empathetic manner, ensuring resolution or escalation where necessary. Coordinate communication between residents, back-office staff, and field-based technicians to facilitate efficient repair service delivery. Manage escalations from residents that go beyond routine repair requests, ensuring swift and appropriate responses. Foster positive relationships with residents, demonstrating a commitment to high standards of customer care. Provide feedback to the repairs team on common concerns or areas for improvement based on resident interactions. We are looking for someone who has... Previous experience of dealing with customers in any sector. Ability to work under pressure and to strict deadlines. The ability to ask the right questions to be able to understand the reason for the customer's call/visit. Have good communication skills with the ability to tailor the response to suit the customer or situation. Be able to multi-task and be able to work under pressure in a busy environment. Ability to deal with conflict situations. Experience of using IT systems, including Microsoft office software Outlook, Word, Excel, and other databases. Benefits In return, we are offering... An annual salary of £27,818.00 plus a car allowance of £1,545 per annum We are committed to providing a healthy work-life balance for employees and their families, as such we operate full hybrid working conditions from home and our office in Bury St Edmunds Flexible working around a 37 hour week Annual Leave - 28 days per year, (plus bank holidays) increasing to 32 days when you reach your 3rd year with us. To give greater flexibility around your holidays you can also buy, sell or carry over up to 5 days of annual leave each year Pension - between 7% - 12% dependant on individual contribution Life assurance - a payment of X3 your salary. Annual Flu Jab - provided each winter to all employees. Electric Vehicle salary sacrifice scheme - plus we currently have free electric charging points Competitive medical cashback plan "At Havebury we operate a no closing date policy and evaluate candidates upon application. Therefore please apply without delay." Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a Basic Criminal Disclosure, which will be carried out when a conditional offer is made. Please ensure you fully answer the questions on the application form.