Resident Liaison Officer

must be open to traveling

We are seeking an experienced Resident Liaison Officer (RLO) to join a growing construction team. The successful candidate will act as the key point of contact between residents, clients, and site teams, ensuring excellent customer service throughout the delivery of planned works, refurbishment, maintenance, and construction projects.

Applicants must have a full UK driving licence and access to a vehicle and possess a minimum of 3 years' experience working as a Resident Liaison Officer within the construction, social housing, or planned maintenance sector.

Key Responsibilities

• Serve as the primary liaison between residents and the construction project team.
• Build and maintain positive relationships with tenants, residents, housing officers, and stakeholders.
• Conduct resident consultations prior to works commencing.
• Keep residents informed of project timelines, disruptions, access requirements, and progress updates.
• Arrange and attend tenant meetings, site visits, and drop-in sessions.
• Resolve complaints and enquiries promptly and professionally.
• Manage vulnerable resident cases, escalating concerns where necessary.
• Record and maintain accurate resident communications and project records.
• Produce reports on customer satisfaction, complaints, and resident engagement activities.
• Support site managers in achieving project deadlines while maintaining excellent customer service standards.
• Carry out property visits before, during, and after works to ensure resident satisfaction.
• Ensure compliance with company procedures, health & safety regulations, and client requirements.

Essential Requirements

• Minimum 3 years' experience as a Resident Liaison Officer within construction, social housing, decarbonisation, planned maintenance, refurbishment, or regeneration projects.
• Full UK Driving Licence and willingness to travel between sites.
• Strong customer service and stakeholder management skills.
• Excellent verbal and written communication skills.
• Ability to handle complaints and resolve issues effectively.
• Experience engaging with diverse communities and vulnerable residents.
• Strong organisational and administrative skills.
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Ability to work independently and as part of a wider project team.

Desirable

• Experience working on social housing projects.
• Knowledge of planned maintenance, retrofit, EWI, kitchen and bathroom programmes.
• CSCS Card.
• Knowledge of housing sector regulations and resident engagement best practices.