bpha
Resident Liaision Officer
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Resident Liaison Officer
Location: Bedford (Hybrid)
Salary: £33,216 and company van
Department: In-House Maintenance Service (IHMS)
Reporting to: Planned Works Manager
We are looking for a customer-focused and proactive Resident Liaison Officer to join our Planned Works team. This is a key role acting as the primary point of contact for residents throughout planned improvement works, including kitchen and bathroom replacement programmes. You'll work closely with customers, designers, operatives, contractors, and internal teams to ensure works are delivered efficiently whilst providing an outstanding customer experience.
Why Join Us?
This is more than just a scheduling role – it’s your chance to be a key player in a team that values your input and supports your growth. You’ll help shape a service that puts people first, every time.
Key Responsibilities
- Act as the main point of contact for residents before, during, and after planned works.
- Build positive relationships with customers, ensuring they are informed, supported, and engaged throughout the programme.
- Coordinate access arrangements and help ensure works are completed within agreed timescales.
- Support the scheduling and coordination of planned maintenance activities to maximise productivity and minimise disruption.
- Work closely with kitchen designers, surveyors, site teams, and contractors to deliver customer-focused solutions.
- Record and manage customer choices relating to kitchen and bathroom installations.
- Attend customer visits, accompanied surveys, and work-in-progress inspections where required.
- Investigate and resolve customer queries, concerns, and complaints, ensuring positive outcomes.
- Monitor progress of works and proactively communicate any changes or delays.
- Support continuous improvement initiatives and contribute ideas to enhance service delivery.
- Ensure compliance with health and safety, GDPR, and company policies and procedures.
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Essential Experience & Skills
- Minimum of 2 years' experience in logistical planning, scheduling, or a similar customer-focused coordination role.
- Strong organisational and time management skills.
- Ability to take ownership of issues and see them through to resolution.
- Excellent communication and relationship-building skills.
- Proactive, adaptable, and solutions-focused approach.
- Strong IT skills, including Microsoft Office 365 and planning or scheduling systems.
- Experience working within demanding environments with competing priorities and tight deadlines.
- Demonstrable commitment to delivering excellent customer service.
- Ability to work collaboratively across teams whilst also managing your own workload.
Desirable
- Experience working within the housing, social housing, or property maintenance sector.
- Previous experience supporting planned maintenance, kitchen, or bathroom replacement programmes.
- Experience using CAD systems or working alongside design teams.
Our values
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At bpha, our values are at the heart of everything we do:
- We take responsibility: We do what we say and are accountable for our actions.
- We show empathy: We respect and listen to every colleague and customer.
- We are better together: We value diversity and achieve more as one team.
- We are ambitious: We strive for excellence and make a positive difference.
Please note that bpha reserves the right to close applications early upon identification of a suitable candidate, so early applications are encouraged.
About Bpha
bpha is a leading Housing Association in the Oxford to Cambridge arc, providing high-quality, affordable homes and services. We own or manage over 19,500 properties and reinvest all income into improving homes, building new ones, and supporting communities. Our vision is to build places where people can live happily in homes they can afford, guided by values that shape everything we do.
Benefits
We believe that benefits should be more than just perks. For us, they aren’t simply little extras added on at the end, they’re fundamental parts of what we stand for, from the very beginning. As standard.
That’s why at bpha, we reward our employees by making sure we give them a supportive and caring environment, that empowers them to be happy, healthy, and inspired, every day.
Our full benefits offering can be found here: https://www.bpha.org.uk/about-us/bpha-colleague-benefits/139/
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