Resident Liaison Officer (Planned and Major Works Team)

About the Borough

With a workforce of two hundred colleagues we're small enough to be friendly and large enough to give you scope to develop and progress your career. We are based in Sutton Town Centre with great transport links in and out of London. Our colleagues work and engage with residents in the borough and wider for our private sector colleagues.

At SHP our strength and depth lies primarily in the knowledge, experience and commitment of our colleagues; to deliver excellent services to residents. As a landlord organisation this means enabling families and households to be safe in their homes, sustain their tenancy and lead healthy and rewarding lives.

About the Service and Team

At Sutton Housing Partnership (SHP), our strength comes from the experience, dedication and customer-focused mindset of our colleagues. Our Planned & Major Works team plays a key part in this mission, placing residents at the centre of everything we do. We continuously improve our services based on feedback and ensure residents are actively involved in decisions about their homes.

Our Resident Liaison Officers (RLOs) are essential to delivering a consistently excellent resident experience. As the primary point of contact during planned works, they ensure residents feel listened to, informed and respected at every stage.

Everything we do is guided by our HOME values:

• High Performing – We continuously learn, improve and strive to deliver the best outcomes.
  
  
• One Team – We work collaboratively, supporting one another to achieve success together.
  
  
• Make it Happen – We take responsibility, drive positive change and deliver on our commitments.
  
  

Excellent Customer Service – We put residents first, ensuring their needs shape our work and approach.

About the Role and Our Ideal Candidate

We’re looking for two enthusiastic, customer-focused Resident Liaison Officers to support residents through our Planned & Major Works programmes. You’ll be the key point of contact for residents, ensuring they feel informed, supported and valued while works are carried out in their homes. You’ll build strong relationships with residents, contractors and colleagues to deliver a smooth, positive experience.

What you’ll need:

• Strong background in customer service and engagement, with the ability to improve satisfaction
  
  
• Excellent understanding of customer care, especially when supporting vulnerable residents
  
  
• Confident communicator with great interpersonal skills – approachable, tactful and able to influence at all levels
  
  
• Highly organised, able to manage busy workloads and meet tight deadlines
  
  
• Good IT skills (Google) and a proactive, solutions-focused attitude
  
  
• Ability to work independently and as part of a team
  
  
• Experience in housing or local government is an advantage
  
  
• Full driving licence and flexibility to travel across sites
  
  
• 5 Days working from Sutton Gate
• Willingness to complete/enhold a standard DBS
  
  

If you’re passionate about delivering great customer experiences and making a real difference to residents’ lives, we’d love to hear from you.

Our Offer to You

Colleagues at SHP take pride in delivering our priorities and working in rewarding careers. In turn, we strive to reward them fairly through SHP’s pay and reward systems. Roles are reviewed to ensure pay reflects the responsibilities of the individual in line with our systems.

A good work-life balance is important and our key benefits are:

• Membership of the Local Government Pension Scheme (opens in new window) – a career average scheme where employees contribute between 5.5% and 12% . Sutton Housing Partnership contribution rate to your pension is 18.4% from 1 April 2025 .
• Annual leave of either 28 or 33 days per year (depending on the role) plus paid time off on bank holidays.
• Simply Health Cash Plan which allows colleagues to claim cashback on dental, optical, consultations and scans.
• Employee Benefits to include cycle to work scheme and a range of discounts schemes
• Employee Assistance Programme is a confidential, independent, expert provider of employee support services paid for by SHP to help you balance and discuss issues in your work, family and personal life. It is available 24 hours a day, 7 days a week, 365 days a year
• Investment in your learning and development; My Learning account is set up for every member of staff with access to e-learning modules and Instructor led training. Opportunities for external training that meet both individual and strategic requirements are considered through an application process.

Application Process

Before applying please refer to the job profile and ensure you meet the essential criteria. You will then need to complete the online application form, adding a supporting statement addressing how you meet the criteria outlined in the job profile.

The closing date is given as a guide. We reserve the right to close this vacancy once a sufficient number of applications has been received, it is strongly advised that you complete and submit your application as soon as possible to avoid disappointment.

We anonymise all applications received to reduce conscious and unconscious bias enabling every application to be reviewed on the knowledge, skills and experience shown in your application. Our managers are advised to set up interview panels to be diverse to reduce bias, where possible. We are fully committed to removing barriers and enhancing the diversity of our workforce

We guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role and ensure that our recruitment and selection process is inclusive and accessible.

Additional Information

We are proud to be a diverse and welcoming organisation and we strive to create a workforce which reflects the community we serve, and instil a sense of belonging in our staff. We celebrate and respect differences and appreciate the value of having a diverse workforce, therefore we welcome applications from under represented groups.

The UK has a points-based immigration system affecting EU and Non-EU workers and sponsorship requirements. We advise checking the GOV.UK website for right to work guidance. Sponsorship availability varies and is subject to eligibility requirements and budget limitations. As a result, we cannot guarantee sponsorship for all roles and will evaluate sponsorship requests on a case-by-case basis.