Resident Liaison Officer

About the Role

We’re looking for a confident, people‑focused Resident Liaison Officer to join our team and act as the key link between residents, contractors, and internal teams. You’ll ensure residents feel informed, supported, and respected throughout planned works, repairs, or improvement projects.

This is a role for someone who thrives on communication, problem‑solving, and building trust. If you enjoy helping people and keeping projects running smoothly, you’ll fit right in.

Key Responsibilities

• Serve as the main point of contact for residents during planned works or maintenance projects.
• Prepare and distribute all resident communications (letters, updates, handbooks) using clear, positive and engaging language across multiple contracts. Distributing satisfaction surveys on completion of works.
• Coordinate access arrangements for scaffolding.
• Provide clear, timely updates to residents, addressing concerns and managing expectations.
• Arrange and attend resident meetings, home visits, and consultations.
• Support vulnerable residents to ensure their needs are considered and met.
• Booking gas/satellite engineers where needed and liaising between the engineers and residents.
• Maintain accurate records of interactions, issues, and resolutions.
• Visiting properties to carry out pre-work surveys, documenting and photographing before, during and after works.
• Work closely with contractors and project teams to coordinate access and minimise disruption.
• Ensure resident satisfaction and escalate issues where necessary.
• Schedule appointments with residents to view, photograph and book repairs if needed.
• Promote a positive image of the organisation at all times.

What We’re Looking For

• Strong communication and interpersonal skills.
• A calm, empathetic, and professional approach.
• Experience in housing, customer service, community engagement, or a similar role.
• Ability to manage competing priorities and work independently.
• Good IT skills and confidence using digital systems.
• A full driving licence and must have own transport.

What We Offer

• Supportive team environment.
• Opportunities for training and career development.
• Flexible working hours (where applicable).
• Competitive salary and company pension.
• Mileage paid.
• Company phone.

Job Type: Full-time

Pay: £13.00-£14.00 per hour

Benefits:

• Company pension

Work Location: In person