0344 811 8707 enquiries@jtomlinson.co.uk Scimitar House, 100 Lilac Grove, Beeston, NG91PF

Senior Resident Liaison Officer

Job Title: Senior RLO
Department: Regen
Location: Beeston
Contract: Perm
Salary: £ COMP
Application Deadline: 15/03/2019
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J Tomlinson is an established, privately-owned company with a substantial heritage and wealth of experience in delivering integrated building solutions tailored to public and private sector clients. Due to our continued success and on-going commitment to providing a world-class service to our customers, we are looking to recruit a Senior Resident Liaison Officer.

Our extensive portfolio of services includes the provision of Construction, Commercial Refurbishment, Repairs and Maintenance, Mechanical and Electrical Engineering (M&E), Regeneration Programmes, Energy Efficiency and Renewables, and Facilities Management. We offer a totally integrated building solution.

Job Description

To assist the Customer Services Manager in developing a team of RLO’s to achieve high levels of customer satisfaction by delivering first class customer service.

To be responsible for leading, supervising and developing a team of Resident Liaison Officers.


Plan & Monitor Workload:

  • To lead and manage a team of Resident liaison officers, focused on advice and support and ensuring operational processes and procedures are adhered to
  • To ensure that legal, statutory and any other relevant provision governing eg GDPR are adhered to.
  • To work with the RLOs, to review and where appropriate put forward ideas to re-engineer internal processes to support customer service improvements
  • To assist in monitoring and reviewing performance of contracts and ensure delivery against operational plans, targets and policies (including regular attendance at client meetings)
  • To contribute to the effective running of projects through attendance at meetings and training events as required.
  • To be accountable for team performance by ensuring customer service is of the highest standard
  • To support the Customer Service Manager in recruitment and induction of new employees


Resolve Problems:

  • To oversee the management of the 3C’s process and effectively managing escalated complaints and compensation claims in accordance with the business procedure.
  • To implement solutions to improve performance and promote best practice
  • To assist The Customer Service Manager in managing a continuous programme for reviewing existing processes and internal procedures to ensure efficiency


People Management & Development:

  • Lead, develop and motivate a team to ensure that customer service is leading-edge, both from within and outside the organisation.
  • To supervise and develop Resident Liaison Officers, displaying leadership and team building skills
  • Actively monitor, review and manage individual staff performance in relation to key performance/targets/deadlines and the Company’s required standards of performance and conduct. This will involve discussing and providing regular feedback to staff on their individual performance, absence management including return to work interviews, 121’s, management and recording of underperformance performance and undertaking of annual reviews.
  • Monitor and review performance of individuals and teams through the analysis of key data.
  • Provide ongoing coaching, support and training to existing and new team members to improve team morale and to ensure that they are fully equipped to carry out their role and understand the standard of performance required from them
  • Actively promote the ethos of continuous customer service improvement by encouraging team working and openness in which all employees share a common sense of purpose
  • Support the succession planning and progression of employees within the team
  • Dealing with difficult residents in challenging environments
  • Ensuring workload is prioritised and dealt with efficiently
  • Ensuring the weekly outputs are adhered to their weekly forecasts





  • To be the client point of contact and accountable for performance and Client and Resident satisfaction.
  • To ensure all daily, weekly and monthly reports, monitoring and processes are completed in line with individual contract requirements
  • To collate and analyse monthly reports and provide updates on the performance of individual contracts to the Customer Service Manager
  • Other duties which are broadly consistent with the job description and level of the post.








·         Communication – To communicate clearly and effectively with a diverse range of people; tailoring style to suit the audience and promote free flowing communication. Able to communicate complex or sensitive issues in a clear and concise manner

·         Team Work – Working effectively with others, as a team leader or team member, encouraging team work and supporting others.

·         Results Orientation – Demonstrating a commitment to achieve results against required standards. Always looking for ways to improve services and processes

·         Planning & Organising – Ability to think ahead, plan, prioritise and schedule activities, along with monitoring and controlling outcomes.

·         Problem Solving – The ability to identify issues, obstacles and opportunities. The individual must also develop and implement effective solutions.

·         Managing Change – Seeking ways to bring about improvements in the way that work is done. The individual must also accept new, innovative ways of doing tasks.

·         Coaching & Development – Facilitating learning and development to improve performance, skills and behaviours. Able to lead, persuade, motivate and develop employees to achieve challenging targets

·         Commercial Knowledge – Specific knowledge and understanding of the business and how what we do contributes to the business’s success.

·         Impact & Influencing – The ability to persuade or influence others without coercion or force.

·         Decision Making – The ability to analyse, define and justify options, and propose appropriate decisions.

Experience and Knowledge

·         Supervisory experience gained within a fast-moving pressurised customer facing environment dealing with complex levels of data and conflicting priorities (D)

·         Experience of performance managing a team of professional and technical staff (D)

·         Knowledge and experience of using IT as an analytical management tool (D)

·         Possess or willing to work towards a formal technical qualification: NVQ level 3 in Management or an alternative management qualification relevant to customer services and people management (D)

·         Commitment towards continual personal professional development (E)

·         A full driving Licence is essential €

·         Self – Motivated and enthusiastic (E)

·         Well-Developed verbal and written communication skills (E)

·         Some flexibility of working hours may be required (eg evening meetings)

A minimum of 3 years experience as a Resident Liaison Officer in social housing .

Apply for this Job

If you wish to apply for this position please ensure you fit the criteria above. Please send a CV and covering letter stating why you would be an excellent candidate for the role using the form below.

Due to a high volume of applications we receive we regret that we cannot respond to everyone and may only contact you if your application is successful.

J Tomlinson is proud to be recognised as a Disability Confident Committed employer. We are an equal opportunities employer and positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to support ex-forces personnel and reservists, those applying for jobs with us who meet the ideal candidate criteria for the role advertised are guaranteed to progress to the selection process.