We're recruiting an experienced Resident Liaison Officer to support a programme of construction and refurbishment works, acting as the key link between residents and delivery teams. This is a resident-focused role ensuring clear communication, strong engagement and effective resolution of issues throughout project delivery. The successful candidate will play a vital role in minimising disruption and maintaining positive relationships with residents during works.
The Role
- Act as the primary point of contact for residents, providing clear and regular updates on works, timelines and project progress.
- Build and maintain positive relationships with residents, ensuring they feel informed, supported and engaged throughout the programme.
- Manage and resolve resident enquiries and complaints promptly and professionally, minimising disruption and escalation.
- Conduct site and home visits to discuss works, address concerns and gather feedback from residents.
- Liaise closely with contractors, site teams and project managers to ensure consistent communication and service delivery.
- Maintain accurate records of all resident interactions, complaints and outcomes, ensuring a clear audit trail.
- Provide feedback to project teams on recurring issues, trends and opportunities for service improvement.
- Support vulnerable residents, ensuring additional needs are identified and appropriate support is in place.
- Ensure all communication is clear, accessible and tailored to meet the needs of a diverse resident base.
- Contribute to a positive customer experience, ensuring works are delivered with minimal impact on residents.
Key Requirements
- Experience working in a Resident Liaison Officer, customer service or housing-related role within construction, housing or property services.
- Strong communication skills, both verbal and written, with the ability to engage confidently with residents and stakeholders.
- Excellent interpersonal skills, with the ability to build trust and manage relationships effectively.
- Experience handling complaints and resolving issues in a professional and proactive manner.
- Strong organisational skills, with the ability to manage multiple tasks and maintain accurate records.
- Ability to work collaboratively with contractors, site teams and internal stakeholders.
- Experience supporting residents in a customer-facing environment, ideally within housing or construction.
- Full UK driving licence and access to a vehicle is essential.
- Ability to be site-based 3-4 days per week.
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