Resident Liaison Officer

Description:

We have an exciting opportunity for a Resident Liaison Officer (RLO) to join our growing team delivering planned retrofit works within social housing properties. Working closely with residents, site teams and client representatives, you'll play a vital role in ensuring projects are delivered with residents at the heart of everything we do.

This is an excellent opportunity for an experienced RLO or customer-focused professional who enjoys building relationships, resolving issues and supporting communities through improvement works. Experience within social housing is highly desirable, and a full UK driving licence is essential due to travel requirements across sites.

Key Responsibilities

• Act as the main point of contact for residents throughout retrofit improvement works.
• Build and maintain positive relationships with tenants, leaseholders and client representatives.
• Provide clear communication regarding planned works, schedules, access requirements and project updates.
• Arrange appointments and coordinate property access for surveys and construction activities.
• Support vulnerable residents and ensure individual needs are understood and catered for.
• Manage resident enquiries, concerns and complaints professionally and efficiently.
• Attend resident meetings, community events and stakeholder briefings.
• Work closely with Project Managers, Site Managers and Surveyors to ensure a seamless customer journey.
• Maintain accurate records of resident engagement, communications and project updates.
• Monitor customer satisfaction and identify opportunities for continuous improvement.

About You

We're looking for someone who is passionate about customer service and making a positive difference to residents' experiences.

Essential

✅ Full UK Driving Licence and willingness to travel between sites

✅ Excellent communication and interpersonal skills

✅ Strong customer service background

✅ Ability to handle difficult conversations with empathy and professionalism

✅ Good organisational and administrative skills

✅ Competent IT skills including Microsoft Office

✅ Ability to work independently whilst managing multiple priorities

Desirable

⭐ Previous experience as a Resident Liaison Officer, Tenant Liaison Officer or Customer Liaison Officer

⭐ Experience working within social housing, planned maintenance or retrofit projects

⭐ Understanding of the challenges associated with occupied residential properties

⭐ Experience managing complaints and resident engagement initiatives

What We Offer
 

• Car allowance
• Opportunities for training and career development
• Supportive and collaborative team environment
• Chance to play a key role in delivering energy-efficient, sustainable homes for residents