Resident Liaison Officer

MMP Consultancy are seeking an enthusiastic Resident Liaison Officer to support the delivery of planned works programmes for a client based in Swindon.

This is a key role focused on building strong relationships with residents, ensuring programmes run smoothly while delivering excellent customer service throughout potentially disruptive works.

Key Responsibilities

• Manage resident consultation and engagement across a portfolio of up to 10 properties per week, ensuring all residents are informed and supported throughout works.
• Minimise disruption to residents by providing clear communication and proactive support during planned maintenance programmes.
• Develop and maintain effective communication channels, handling enquiries, concerns, and complaints with professionalism, empathy, and care.
• Liaise closely with Contract Managers and contractors to assist in the smooth and efficient delivery of works programmes.
• Maintain accurate call logs, trackers, and records, ensuring all resident interactions and programme updates are documented and up to date.
• Coordinate access arrangements and support re-scheduling where required to keep programmes on track and within budget.
• Contribute to community engagement initiatives, supporting wider social value objectives such as reducing unemployment and financial exclusion.

Ideal Candidate

• Proven experience within Social Housing, ideally having worked for a contractor or similar organisation in a Resident Liaison or Customer-Facing role.
• Experience managing resident engagement across multiple properties (ideally up to 10 per week).
• Strong customer service skills, with the ability to manage residents effectively during disruptive works.
• Demonstrates a high level of care, compassion, and empathy when dealing with residents.
• Confident handling challenging or complex situations in a calm and professional manner.
• Highly organised, with experience maintaining trackers, logs, and administrative records.
• Excellent communication skills with the ability to work independently and proactively to meet deadlines.