Senior Resident Liaison Officer
| Posting date: | 01 October 2025 |
|---|---|
| Salary: | £37,000 to £44,000 per year |
| Hours: | Full time |
| Closing date: | 31 October 2025 |
| Location: | Basingstoke, Hampshire |
| Remote working: | Hybrid - work remotely up to 3 days per week |
| Company: | Sovereign Network Group |
| Job type: | Permanent |
| Job reference: | 7253 |
Summary
SNG (Sovereign Network Group) was formed in October 2023 through the merger of Sovereign and Network Homes.
Our purpose is to provide good, affordable homes. We provide over 85,000 homes and invest in communities across the South, West and East of England, including London, as well as aiming to create thousands of new affordable homes every year.
We have an opportunity for an experienced Senior Resident Liaison Officer (RLO) to lead and inspire our Retrofit RLO team based out of either of our Basingstoke or Greenham Offices. You'll combine both office and home working to ensure a positive work / life balance.
The Role
The role will take ownership of SNGs Communication Strategy implementation that align with our Net Zero ambitions. Involves managing project teams, overseeing customer satisfaction and day to day engagement. Working collaboratively with internal and external stakeholders, lead a skilled team to ensure full compliance with contract requirements, statutory obligations, consumer regulations, and alignment with our Homes and Place Standard.
Key Responsibilities
Play a pivotal role in delivering our retrofit programme, which is a key component of our Homes and Place strategy
Oversee and proactively manage our Resident Liaison team, ensuring results that align with our commitment to providing high-quality outcomes for our customers
Establish and maintain strategic relationships between RLOs and customers, proactively addressing concerns to demonstrate the organisations commitment to customer engagement and consultation
Lead the planning and delivery of resident engagement activities, including information sessions, workshops, drop-ins, and community events
Lead on monthly reporting of customer issues including KPIs, customer complaints, communication campaigns
Ensure oversight of relevant systems, processes, policies, and resources to ensure that the Resident Liaison team provide professional, reliable, and responsive services to the business
Encourage and support employee wellbeing, engagement, development and mentorship and my performance objectives
What we're looking for
Strong experience in resident engagement within social housing, construction, or property management
Proven leadership skills, with the ability to motivate and manage a team
Excellent communication and problem-solving abilities
Confidence in handling complex complaints and working with diverse resident groups
Knowledge of housing policies, retrofit programmes, and planned works
Strong IT skills, particularly Microsoft Office and database systems
Benefits
We have some great benefits at SNG, including:
25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
Chance to buy or sell holiday as part of our flexible benefits package
3 additional paid Wellbeing days and 2 paid volunteering days
Generous matched pension scheme up to 12% and Life cover at 4x salary
Enhanced maternity/adoption pay
Enhanced paternity pay - 6 weeks full pay (after 26 weeks' service)
Options for private medical insurance, dental insurance and critical illness cover
Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service
We offer flexible working, professional development opportunities, and a chance to be part of something meaningful. We're passionate about inclusion for all and creating a workplace where everyone can thrive.
If you're passionate about making a difference in people's lives and have the skills to lead our Resident Liaison Officers to success, we'd love to hear from you!
Our purpose is to provide good, affordable homes. We provide over 85,000 homes and invest in communities across the South, West and East of England, including London, as well as aiming to create thousands of new affordable homes every year.
We have an opportunity for an experienced Senior Resident Liaison Officer (RLO) to lead and inspire our Retrofit RLO team based out of either of our Basingstoke or Greenham Offices. You'll combine both office and home working to ensure a positive work / life balance.
The Role
The role will take ownership of SNGs Communication Strategy implementation that align with our Net Zero ambitions. Involves managing project teams, overseeing customer satisfaction and day to day engagement. Working collaboratively with internal and external stakeholders, lead a skilled team to ensure full compliance with contract requirements, statutory obligations, consumer regulations, and alignment with our Homes and Place Standard.
Key Responsibilities
Play a pivotal role in delivering our retrofit programme, which is a key component of our Homes and Place strategy
Oversee and proactively manage our Resident Liaison team, ensuring results that align with our commitment to providing high-quality outcomes for our customers
Establish and maintain strategic relationships between RLOs and customers, proactively addressing concerns to demonstrate the organisations commitment to customer engagement and consultation
Lead the planning and delivery of resident engagement activities, including information sessions, workshops, drop-ins, and community events
Lead on monthly reporting of customer issues including KPIs, customer complaints, communication campaigns
Ensure oversight of relevant systems, processes, policies, and resources to ensure that the Resident Liaison team provide professional, reliable, and responsive services to the business
Encourage and support employee wellbeing, engagement, development and mentorship and my performance objectives
What we're looking for
Strong experience in resident engagement within social housing, construction, or property management
Proven leadership skills, with the ability to motivate and manage a team
Excellent communication and problem-solving abilities
Confidence in handling complex complaints and working with diverse resident groups
Knowledge of housing policies, retrofit programmes, and planned works
Strong IT skills, particularly Microsoft Office and database systems
Benefits
We have some great benefits at SNG, including:
25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
Chance to buy or sell holiday as part of our flexible benefits package
3 additional paid Wellbeing days and 2 paid volunteering days
Generous matched pension scheme up to 12% and Life cover at 4x salary
Enhanced maternity/adoption pay
Enhanced paternity pay - 6 weeks full pay (after 26 weeks' service)
Options for private medical insurance, dental insurance and critical illness cover
Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service
We offer flexible working, professional development opportunities, and a chance to be part of something meaningful. We're passionate about inclusion for all and creating a workplace where everyone can thrive.
If you're passionate about making a difference in people's lives and have the skills to lead our Resident Liaison Officers to success, we'd love to hear from you!
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