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Spotlight: A Day in the life of a PiLON Resident Liaison Officer

If you’ve ever wondered what it’s like to work as a Residents Liaison Officer (RLO), this spotlight article offers an inside look into the world of Monica, one of our enthusiastic and dedicated RLOs at PiLON, known for her commitment to ensuring high customer satisfaction.  Monica works for Clients such as Waverley Borough Council, MTVH and Riverside, ensuring that their kitchen and bathroom replacement programmes run as smoothly as possible.

Background and career journey

Monica’s previous role was as an Office Administrator in a company specialising in reinstatement cost assessments for Housing Associations. Seeking further growth, she found her way to PiLON where she has embraced the role of an RLO.

Primary responsibilities

As an RLO, Monica’s primary focus is on taking care of our valued residents. She ensures they receive the assistance and support they need, all while maintaining a harmonious working relationship with our Clients and ensuring on-site operations run smoothly. Monica’s strengths lie in her exceptional communication, problem-solving abilities, and interpersonal skills. Her meticulous attention to detail, rigorous organisation, and proactive approach means she fits the role perfectly. 

Monica’s dedication

Monica, like all our RLOs, never hesitates to go the extra mile. What she enjoys most is being the support network for residents, especially during challenging times. Monica finds fulfilment in helping them transform their living spaces and ensures their needs are met every step of the way. Building positive relationships is at the core of her approach, and she does this by greeting each resident with a warm smile and maintaining a friendly, professional, and adaptable demeanour. Monica believes in providing undivided attention to every resident and often uses her good sense of humour to ease any challenging moments.

What Monica enjoys about being an RLO

Monica thrives on the constant variety and fast pace of her daily interactions with residents. For her, the unpredictability of each day, the busy schedule, and the opportunity to make a tangible difference in their lives make her role at PiLON so rewarding.

Challenges and rewards

Working as an RLO is fast-paced and dynamic, and a bit of a juggling act. Monica’s ability to stay one step ahead, communicate honestly, handle pressure gracefully, and adapt is key to her success. While the job presents unique challenges, it also offers its own set of rewards. Monica and her team often receive heartwarming thank you letters, along with biscuits and chocolates, which are always appreciated by our hardworking site teams.

Getting to know Monica

Beyond her role as an RLO, Monica is a devoted mother of four. She has a passion for netball and previously managed her daughter’s team. In her free time, she plays squash with her husband. When asked about her inspirations, Monica values her entire team at PiLON, highlighting the mutual inspiration within the team that fosters a collaborative and supportive work environment.

Career aspirations

Looking ahead, Monica sees herself growing within the company and becoming a Senior RLO. Her passion for working with Clients and residents, along with her determination, points to a bright future.

In summary, the life of an RLO is a dynamic and ever-changing one requiring a unique blend of skills. We extend our heartfelt appreciation to all our dedicated RLOs who consistently go the extra mile to support residents while we make their homes a better place.