Resident Liaison Officer

Guildmore Planned Works are seeking a proactive and customer-focused Resident Liaison Officer (RLO) to support residents throughout planned maintenance and improvement works. The RLO will ensure clear communication, minimal disruption, and exceptional customer service as we work to maintain and enhance residents homes.

The RLO will collaborate closely with clients, project teams, operatives, and subcontractors, delivering timely and accurate information to residents both verbally and in writing. This role is central to promoting a positive resident experience and upholding Guildmore s customer service standards.

Key ResponsibilitiesPlanned Works

• Maintain confidentiality of all resident information in line with GDPR requirements.

• Understand the programme, scope of works, and planned activities.

• Schedule appointments with residents and manage booking/non-access schedules via our process management system. Issue weekly reports to site and contract management teams.

• Prepare and distribute all resident communications (letters, newsletters, booklets) using clear, positive, and engaging language.

• Champion high-quality resident service delivery and monitor performance to ensure a positive impact on residents.

• Handle tenant enquiries promptly and liaise with delivery teams to provide updates on work changes, cancellations, and progress.

• Adapt communication and working practices to meet the needs of diverse clients and residents.

• Attend all training courses identified by your Line Manager to support professional development.

Consumer Standards

• Understand the Consumer Standards set by the Social Housing Regulator and support clients in meeting their obligations.

• While visiting properties, conduct additional checks and discreetly report concerns related to condition or decency (e.g., damp, mould) to the client organisation.

• Record Resident Satisfaction Scoring (RSS) for all work instructions in the required format.

• Listen to resident concerns and record all interactions on the process management system (EasyBOP), escalating significant issues to your Line Manager.

• Attend mandatory training such as Dementia Friends and Safeguarding, reporting any welfare or vulnerability concerns appropriately.

Collaboration & Communication

• Work collaboratively with clients, contractors, internal teams, and stakeholders to deliver a consistent customer-focused service.

• Act as an ambassador for the team, engaging staff, listening to their insights, and involving them in decisions to improve service delivery.

• Communicate effectively to ensure alignment and understanding across all parties. Participate in regular project review meetings to discuss aftercare progress, challenges, and resident feedback.

Person SpecificationKnowledge & Experience

• Strong customer care background, ideally within a fast-paced environment. Highly IT literate with good working knowledge of MS Office and job management systems.

• Understanding of occupied refurbishment and resident engagement processes. Previous experience in an RLO or similar resident-facing role.

Qualities & Attitude

• Excellent communication and interpersonal skills; polite, professional, and courteous at all times. Strong organisational abilities with a proactive approach and excellent attention to detail.

• Flexible and professional manner, with a positive can-do attitude.

• Team-oriented with a solutions-focused mindset. Empathy and understanding towards residents needs and concerns.

What We Offer

• Full training and ongoing support.

• Opportunities to learn systems management, compliance, and business operations.

• Friendly and supportive working environment.

• Clear career progression within the company.