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Social Value Portal Ltd Logo Social Value Portal Ltd · Customer Service

Client Resident Liaison Officer - Social Housing

United Kingdom, Stone, Dartford 28000.00 - 32000.00 GBP / Year · Job Posted June 10, 2026
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Job Description

The role of our Client Resident Liaison Officer is to act as the main point of contact for our client and be a customer contact for compliance, relevant queries, complaints, and complex issues. The role also involves daily administration/client reporting and will be based in the Dartford office.

Job Responsibility

  • Act as the main point of contact for escalated calls from Customer Service Agents
  • Work closely with operations/managers and liaise with customer to ensure smooth resolution of any complex issues, maintaining regular contact to keep customers informed of progress
  • Act as a mediator to prevent issues being escalated and reduce the number of formal complaints being raised
  • Update and provide compliance & repair reports to client
  • Call customers to arrange appointments for follow up works
  • Support the Customer Service Agents by providing feedback on common causes of complaints and work with the team leaders to support coaching and training needs
  • Liaise with Contract Administrators to keep appraised of any issues likely to arise on individual contracts
  • Assist the Complaints and Performance Officer in recording complaints and responding to complaints and requests for compensation, monitoring complaints to resolution while keeping customer up to date with progress
  • Attend Contract meetings
  • All associated ad-hoc administrative duties

Requirements

  • Previous administrative experience, preferably from a social housing/construction background
  • Able to provide a high level of courteous, professional customer service
  • Proficient in MS Office, in particular, Outlook and Excel
  • Good written and verbal communication skills
  • Flexible attitude with strong organisational skills

What we offer

  • Competitive salary
  • Contributory Pension scheme
  • Life assurance
  • 28 days annual leave inclusive of bank holidays, rising 1 per year of service to a max of 33 days
  • Enhanced maternity, paternity, adoption leave, and other family friendly policies such as carer's leave, neonatal leave, IVF, and assisted conception leave
  • Sureserve Benefits Hub, accessing over 1000's retail discounts
  • Virtual GP service, 24/7, 365 days, available for employees and your immediate family
  • Employee assistance programme (EAP), available 24/7. 365 days, for employees and your immediate family
  • Bike2Work scheme
  • Home & Electronics - salary sacrifice purchase scheme
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