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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'll 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.

What You'll Do

• Provide exceptional customer service, building strong relationships with stakeholders and delivering timely communication with customers
• Work to resolve problems of access and ensure vulnerable residents are supported and those with language difficulties are communicated with effectively, identifying individual needs.
• Enhance engagement and collaboration with our customers, Leaseholders, contractors, consultants, and stakeholders in delivering the Investment programme, and promoting our values and vision.
• Ensure the Investment customer communication is managed and distributed effectively.
• Work to resolve problems of access and ensure vulnerable residents are supported and those with language difficulties are communicated with effectively, identifying individual needs.
• Attend contractor meetings, providing reports and information to assist in the management of the Investment contracts.
• Work within the asset management project team to monitor resident satisfaction with the works programme, projects and contractors’ performance through the use of KPIs and to translate these into operational and strategic improvements.
• Monitor quality and ensure customer service standards are adhered to.
• Support the Peabody Complaints Team in the investigation, management, and response to complex complaints from customers.

What You'll Need

• Experience within resident liaison, customer engagement, customer service, housing or a similar customer-focused environment
• 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
• Ability to build effective working relationships across operational and professional teams
• Good organisational skills with the ability to manage competing priorities and deadlines
• Strong problem-solving skills and a proactive approach to overcoming obstacles
• Good IT skills and experience using Microsoft Office applications.

Why Join Us?

When you join Peabody, you're joining a team guided by our values: Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. We believe in creating a workplace where everyone feels supported, included, and empowered.

What We Offer

• 30 days' annual holiday, plus bank holidays
• Two additional paid volunteering days each year
• Flexible benefits scheme, including family-friendly benefits and access to a discount portal
• 4 x salary life assurance
• Up to 10% pension contribution

Please read before applying

Peabody does not provide sponsorship as a licensed UK employer.

If this sounds like the right opportunity for you, we'd love to hear from you. Please apply now by submitting an anonymised CV and a short statement explaining why you're the perfect fit for this role.

If you have any questions about this role, please contact Ryan Loasby, Talent Specialist, at ryan.loasby@peabody.org.uk.

Interview Date: Friday 31st July 2026 at Peabody, 45 Westminster Bridge Rd, London SE1 7JB

The closing date for this advert will be 24th July 2026. However, we reserve the right to close this advert early should we receive a high volume of suitable applications.