Resident Liaison Officer (RLO) at Mnm Property Services in London, England, United Kingdom | GBP28,000-32,000 | Kablio

Role

Description

customer engagement

first contact

appointment management

complaint handling

community outreach

data reporting

Conveying accurate and timely information in simple, clear terms.
Supporting customer engagement activities across all channels.
Acting as the first point of contact for residents during planned works.
Championing EDI by ensuring fair treatment, equal access, and respect for all residents.
Ensuring customer appointments are attended on time and to standard.
Handling queries, complaints, and concerns promptly, professionally, and inclusively.
Distributing updates in clear, accessible, and inclusive formats.
Supporting community projects and engagement initiatives.
Organising consultation meetings, pre-entry surveys, and progress visits.
Encouraging positive relationships between residents, contractors, and the company.
Coordinating with contract team and housing staff to minimise disruption.
Monitoring satisfaction, championing customer insight solutions, and feeding improvements back into operational teams.
Recording and reporting interactions, complaints, and resolutions accurately.

Requirements

driving license

computerised systems

record‑keeping

customer service

time management

communication

Ability to adapt communication for diverse communities and needs.
Confidence to work independently and collaboratively in partnership with local teams.
Driving License required.
Experience of handling multiple tasks in a high-volume, fast-paced environment.
Experience with computerised systems and accurate record-keeping.
Experience in customer service, resident liaison, or a community-facing role (desirable, not essential).
Good time management, planning, and organisational skills.
Strong customer experience ethos, with excellent written, verbal, and interpersonal skills.

Benefits

20 days holidays plus bank holidays
The chance to make a real impact on residents’ lives every day by helping deliver sustainable, future-ready homes.
Training and career development opportunities.
A benefits package including health, leisure, and shopping discounts, private pension, and recognition schemes.

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Founded in 1992

Company History

The company was established in 1992 by two hands-on maintenance specialists who laid the foundation for its growth into a full-service property works firm.

Low-Millions Revenue

Financial Performance

Annual revenues have grown steadily into the low-millions, reflecting the company's success in serving both public and private landlords.

Rebranded in 1995

Company Evolution

Originally named MNM Plumbing & Drainage, the company rebranded in 1995 to reflect its expanded scope of end-to-end property services.

Evolved from plumbing roots into a full-service property works firm.
Headquartered in northwest London, serving both public & private landlords.
Typical projects include responsive repairs, cyclical decorations, planned refurbishments, and scheme redevelopments across multi-storey housing and commercial assets.
Specializes in residential and commercial building maintenance, with additional expertise in electrical, gas, drainage, and structural refurbishment scope.

Culture + Values

Environment + Sustainability

Inclusion & Diversity

Articles

Our Services

Role

Description

customer engagement

first contact

appointment management

complaint handling

community outreach

data reporting

Conveying accurate and timely information in simple, clear terms.
Supporting customer engagement activities across all channels.
Acting as the first point of contact for residents during planned works.
Championing EDI by ensuring fair treatment, equal access, and respect for all residents.
Ensuring customer appointments are attended on time and to standard.
Handling queries, complaints, and concerns promptly, professionally, and inclusively.
Distributing updates in clear, accessible, and inclusive formats.
Supporting community projects and engagement initiatives.
Organising consultation meetings, pre-entry surveys, and progress visits.
Encouraging positive relationships between residents, contractors, and the company.
Coordinating with contract team and housing staff to minimise disruption.
Monitoring satisfaction, championing customer insight solutions, and feeding improvements back into operational teams.
Recording and reporting interactions, complaints, and resolutions accurately.

Requirements

driving license

computerised systems

record‑keeping

customer service

time management

communication

Ability to adapt communication for diverse communities and needs.
Confidence to work independently and collaboratively in partnership with local teams.
Driving License required.
Experience of handling multiple tasks in a high-volume, fast-paced environment.
Experience with computerised systems and accurate record-keeping.
Experience in customer service, resident liaison, or a community-facing role (desirable, not essential).
Good time management, planning, and organisational skills.
Strong customer experience ethos, with excellent written, verbal, and interpersonal skills.

Benefits

20 days holidays plus bank holidays
The chance to make a real impact on residents’ lives every day by helping deliver sustainable, future-ready homes.
Training and career development opportunities.
A benefits package including health, leisure, and shopping discounts, private pension, and recognition schemes.

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found