Senior Resident Liaison Officer

Approach Personnel are proud to be working in partnership with a leading maintenance contractor-to recruit a Senior Resident Liaison Officer to join their growing Refurbishment team.

This is an excellent opportunity to step into a senior, multi-site role where you will play a key part in delivering high-quality customer engagement across social housing refurbishment contracts in Nottingham and South Yorkshire.

Based out of the Nottingham office, you will report to the Customer Care Manager and take ownership of resident liaison operations across multiple projects. A key part of your role will be overseeing and supporting a team of 7 Resident Liaison Officers, ensuring consistent service delivery and high levels of customer satisfaction across all sites.

Key Responsibilities:

• Lead, mentor, and manage a team of 7 Resident Liaison Officers across multiple refurbishment sites
• Oversee resident engagement strategies to ensure a consistently high standard of customer care
• Act as the main point of escalation for complex or sensitive resident issues
• Work closely with site teams, project managers, and clients to coordinate communication plans
• Monitor and drive performance across the RLO team, ensuring KPIs and service standards are met
• Ensure clear, proactive communication with residents regarding works, timelines, and disruptions
• Support the delivery of planned maintenance and refurbishment programmes across the region
• Carry out site visits across Nottingham and South Yorkshire to maintain visibility and support teams
• Produce reports and maintain accurate records using internal systems and CRM platforms
• Contribute to continuous improvement of customer experience processes and procedures

About You:

• Proven experience as a Senior Resident Liaison Officer within social housing, refurbishment, or planned maintenance
• Demonstrable experience managing or supervising RLOs or customer-facing teams
• Strong understanding of planned works programmes and resident engagement strategies
• Excellent communication and interpersonal skills, with the ability to manage challenging situations
• Highly organised with strong administrative and IT skills (Microsoft Office and CRM systems)
• Proactive, solution-focused, and confident working across multiple sites

This is a fantastic opportunity to join a forward-thinking organisation where you can make a real impact, leading a team and shaping the customer experience across key refurbishment projects.