Resident Liaison Officer

We are currently seeking permanent Resident Liaison Officer

The main duties typically include:

• Communicating with residents
  • Explain the scope, schedule, and impact of planned works.
  • Provide regular updates on project progress.
  • Notify residents of changes, delays, or disruptions.
• Building positive relationships
  • Act as the first point of contact for residents.
  • Maintain professional and respectful relationships.
  • Promote trust between residents and the contractor or housing provider.
• Managing resident enquiries and complaints
  • Respond to questions and concerns promptly.
  • Investigate and resolve complaints where possible.
  • Escalate complex issues to the appropriate team.
• Supporting vulnerable residents
  • Identify residents who may need additional assistance.
  • Arrange reasonable adjustments where appropriate.
  • Coordinate with support services when necessary.
• Coordinating access to properties
  • Schedule appointments for inspections and works.
  • Ensure residents are informed of access requirements.
  • Help resolve missed appointments or access issues.
• Monitoring resident satisfaction
  • Carry out satisfaction surveys.
  • Gather feedback during and after works.
  • Report trends and recommend service improvements.
• Keeping accurate records
  • Maintain records of communications, complaints, appointments, and outcomes.
  • Prepare reports for project managers and clients.
• Working with project teams
  • Liaise with site managers, contractors, customer service teams, and housing officers.
  • Communicate resident concerns to operational teams.
  • Help minimise disruption to residents during the project.
• Ensuring compliance
  • Follow company policies and customer service standards.
  • Comply with health and safety procedures.
  • Support safeguarding and data protection requirements where applicable.

• Excellent communication and interpersonal skills
• Customer service and conflict resolution
• Empathy and active listening
• Organisation and time management
• Problem-solving and negotiation
• Record-keeping and report writing
• IT proficiency (Microsoft Office and housing management systems)
• Ability to work under pressure and manage multiple priorities