Resident Liaison Officer

About the Role
I am working with a leading housing provider delivering a programme of fire safety works, including fire doors, windows and associated upgrades across their housing stock.

They are looking for a Resident Liaison Officer to act as the key link between residents and operational teams, ensuring works are delivered smoothly while maintaining a high level of resident satisfaction.

This is a customer-facing role where communication, organisation and empathy are key, particularly when managing residents through potentially disruptive works.

Key Responsibilities:

• Act as the main point of contact for residents throughout fire safety works programmes
• Communicate clearly with residents regarding upcoming works, timelines and access requirements
• Coordinate access arrangements to ensure contractors can complete works efficiently
• Support delivery of programmes including fire door replacements, window installations and associated safety works
• Manage resident queries, concerns and complaints, ensuring timely and professional resolution
• Carry out resident visits where required to provide reassurance and resolve issues on-site
• Work closely with site teams, contractors and project managers to ensure smooth delivery of works
• Maintain accurate records of resident interactions, access attempts and programme updates
• Support vulnerable residents and ensure appropriate adjustments are in place
• Monitor customer satisfaction and contribute to improving resident experience throughout the programme

About You:

• Previous experience working as a Resident Liaison Officer or in a similar customer-facing housing role
• Experience working on planned works or fire safety programmes (desirable)
• Strong communication and interpersonal skills, with the ability to build trust with residents
• Organised and able to manage multiple priorities in a fast-paced environment
• Confident handling complaints and resolving issues effectively
• Able to work on-site and engage directly with residents and contractors