Location:NottinghamSalary: Competitive packageContract type: Permanent,full-timerole Please note: Appointment to this role is subject to a satisfactory Enhanced Disclosure and Barring Service (DBS) check.We are on the lookout for a driven, energetic, and proactive Senior Resident Liaison Officer to take a leading role in supporting our Resident Liaison Officer team. If you enjoy working with people, building trust, are approachable, tactful, and diplomatic and if you thrive in being part of a dynamic, fast-paced environment, wed love to hear from you.As a Senior Resident Liaison Officer, you will work closely with our Resident Liaison Manager and play a key role in strengthening our day-to-day operations by supporting our Resident Liaison Officers across the business, ensuring to meet regularly, in person, to align on processes and best practices.The ideal candidate is someone with a minimum of two years of continuous experience in a Resident Liaison Officer role, as well as experience in Customer Engagement and improving Customer Satisfaction.Main Objectives of the role:Monitor andidentifytrainingand development opportunities for the Resident Liaison OfficersteamSupport the design and implementation of the onboarding training program for the new Resident Liaison Officers, making sure everyone goes through theappropriate trainingas part of their inductionMaking sure thatnew as well as existingResident Liaison Officers across the organisation are trained and follow the companys processes in a consistent mannerTo ensure that residents have the best possible experience with PiLON, whilst making sure that project compliance andresidentssatisfaction KPIs are met Work collaboratively as part of the site team to deliver the required services in line with the contract requirements, following company policy and proceduresDrive the continuous improvement of end-to-endprocesses related to clients' andresidentsinteractionDo you have what it takes?Great communication and stakeholder management skills, collaborative approach, with a natural style that builds a strong team and networkAbility to work at a pace and respond quickly to changing demands and prioritiesKnowledge of administration, methods of reporting and Key Performance IndicatorsA proven understanding of Customer Care with particular reference to vulnerable people is essentialFirst Class communication skills; must be able to influence and communicate very confidently both verbally and in writing, at all levels, is essentialProactive, with the ability to deal with issues and complaints in a calm and professional mannerWhy work with us? Here are some of the brilliant benefits you could get as a Senior Resident Liaison Officer:23 days of holiday per year, excluding Bank Holidays (+ get more days with length of service)Up to £2,000 reward for successful recommendations as part of our referral schemeSignificant savings on daily shopping through our benefits portalA welcoming office, snacks, beverages, friendly colleagues and team socials throughout the yearA supportive culture and a great team with exceptional talent and experienceTrained Mental Health First Aiders supportAnnual training budget so you can focus on your personal and professional development and much more?About us:With over 20 years of success behind us, PiLON began an exciting new chapter in 2024 as part of theUnited Infrastructure Group. This growth means more opportunity, broader expertise, and long-term stability for our teams - and a stronger platform for people to build lasting careers.We specialise in planned maintenance and refurbishment within the social housing sector and are known for delivering high-quality work with care, consistency, and respect for the communities we serve.At PiLON, we dont just hire for skills - we hire for attitude, potential, and values. We actively welcome people from a wide range of backgrounds, knowing that diverse teams perform better and create better outcomes. Our commitment to inclusion is reflected in our membership of theBlack Professionals in Construction Network, supporting positive change across the built environment.If youre reliable, motivated, and looking for a role where your work genuinely matters, PiLON offers a supportive environment, opportunities to develop, and the chance to be proud of what you do every day.JBRP1_UKTJ