Job Description:

Role Overview

We are seeking an experienced and professional Resident Liaison Officer to act as the key point of contact between residents, site teams and client representatives throughout façade, cladding and external refurbishment projects.

The successful candidate will play a vital role in maintaining positive relationships with tenants and residents, ensuring clear communication is maintained before, during and after works are completed. The role requires excellent customer service skills, strong organisation and the ability to manage sensitive situations professionally.

Key Responsibilities

• Act as the primary liaison between residents, clients and site management teams
• Carry out resident consultations prior to works commencing
• Provide regular updates to residents regarding programme schedules, access requirements and project progress
• Arrange and coordinate access appointments with tenants and leaseholders
• Handle resident enquiries, complaints and concerns in a professional and timely manner
• Maintain accurate records of resident communications, access issues and complaints
• Distribute newsletters, notices and project information to residents
• Attend site meetings and client progress meetings where required
• Support the site management team in maintaining high levels of customer satisfaction
• Ensure all resident interactions are conducted in line with company standards and client expectations
• Assist with vulnerability assessments and provide additional support to vulnerable residents where required
• Monitor customer satisfaction feedback and help implement improvements where necessary
• Ensure all activities are carried out in accordance with health & safety and GDPR requirements

Essential Requirements

• Previous experience working as a Resident Liaison Officer within construction, refurbishment, social housing or planned works projects
• Excellent communication and interpersonal skills
• Strong organisational and administrative abilities
• Ability to manage difficult conversations and resolve complaints effectively
• Professional and approachable manner
• Good IT skills including Microsoft Office
• Full UK Driving Licence
• Ability to work independently and manage workload effectively

Personal Qualities

• Reliable and professional
• Empathetic and patient
• Well presented
• Proactive and solution focused
• Strong attention to detail
• Ability to build positive relationships with residents and clients alike

If interested in this opportunity please apply now and contact Luke Thompson for more information.