Job Description

Job Title: Resident Liaison Officer
Location: Ashford, Kent
Salary: 331,878 to 335,280 pa depending on skills and experience
Job Type: Full time, Permanent
Working Hours: 37 Hours Per Week
Closing Date: 29th June 2025
We are looking for an officer who has significant experience within a customer service-based role to enhance our Housing Repairs and Maintenance service.
This pivotal role involves working closely with residents and contractors to drive continuous improvement through consultation and support.
You will be responsible for acting as the primary contact for resident engagement and maintenance-related concerns, managing the customer journey, ensuring complaints and disrepair cases are handled effectively along with:

• Investigating and resolving complaints and disrepair cases, liaising across teams to find solutions.
• Maintaining records, track trends, and report on improvements.
• Conducting home visits, keeping residents informed and engaged throughout their repair process.
• Handling enquiries from MPs and Councillors.
• Promoting community engagement by attending events and supporting vulnerable residents.

About you:
In order to be competent in this role it is essential that you have a resident liaison experience and a customer service background and that you have experience in handling complaints and service improvement initiatives, along with:

• Local authority, or social housing sector experience.
• Proven understanding of customer care and engagement, including working with vulnerable individuals.
• Excellent communication and interpersonal skills to build trust and foster relationships.
• Strong problem-solving abilities with a proactive approach.
• Digital proficiency and familiarity with GDPR regulations.
• Ability to work independently and as part of a team.

In addition, it would be desirable if you have knowledge of reactive maintenance services.
Benefits:

• Hybrid Working We are an organisation that puts people first and understands how important employee wellbeing is. We want to help you to balance your working life and home life and offer flexible ways of working to help structure your life in a positive and productive way; both at home and in the office. This maximises personal development and collaborative working.
• Competitive remuneration package We offer an excellent salary linked pension scheme, generous annual leave with flexi time, free life insurance, supportive relocation package and opportunities for training and development.

Additional Information:
With devolution news and talks evolving across the country for local authorities, we understand that there may be some uncertainty for those currently serving within the sector. Although Kent and Medway have not been included in the Devolution Priority Programme, discussions continue in this area. Kent, Medway and all District and Borough Councils in the South East will continue to work closely with each other to deliver vital services to our communities. This is an exciting, but stable time to join our organisation.
Ashford Borough Council recognises the need to ensure the welfare of children, young people and vulnerable adults when they come into contact with the services we provide
We welcome applications form the Armed Forces Community.
To find out further information about the role and to view the full job description, please visit the councils website.
Please click the APPLY button and you will be redirected to the councils website to complete your application.
Candidates with experience or relevant job titles of; Client Services Administrator, Customer Service Assistant, Project Assistant, Client Relationship Manager, Project Support Assistant, Construction Project Assistant, Residential Engagement Executive, Customer Service Officer, Technical Officer, Construction Project Resident Engagement, Events Assistant, General Manager, Office Manager, Construction Planning Assistant may also be considered for this role.