Senior Resident Liaison Officer

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 Investment RLO team.

You'll play a pivotal role in making sure our residents are fully engaged and supported throughout planned and retrofit works, ensuring their voices are heard and their needs are met.

This role is about more than just communication – it's about building trust, driving resident satisfaction, and ensuring projects are delivered with minimal disruption to our communities.

What you'll be doing:

• Leading and managing a team of Resident Liaison Officers, setting a clear vision and supporting their growth.
• Developing and delivering resident engagement strategies for planned and retrofit investment works.
• Acting as the main escalation point for complex concerns, resolving disputes with empathy and professionalism.
• Ensuring the needs of vulnerable residents are met with tailored support.
• Overseeing consultation events, forums, and drop-in sessions to encourage open dialogue.
• Working closely with contractors, project managers, and internal teams to ensure smooth delivery of works.
• Using feedback and survey data to continuously improve engagement processes.

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 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!