Resident Liaison Officer

We are currently seeking permanent Resident Liaison Officer

The main duties typically include:

Communicating with residents
Explain the scope, schedule, and impact of planned works.
Provide regular updates on project progress.
Notify residents of changes, delays, or disruptions.
Building positive relationships
Act as the first point of contact for residents.
Maintain professional and respectful relationships.
Promote trust between residents and the contractor or housing provider.
Managing resident enquiries and complaints
Respond to questions and concerns promptly.
Investigate and resolve complaints where possible.
Escalate complex issues to the appropriate team.
Supporting vulnerable residents
Identify residents who may need additional assistance.
Arrange reasonable adjustments where appropriate.
Coordinate with support services when necessary.
Coordinating access to properties
Schedule appointments for inspections and works.
Ensure residents are informed of access requirements.
Help resolve missed appointments or access issues.
Monitoring resident satisfaction
Carry out satisfaction surveys.
Gather feedback during and after works.
Report trends and recommend service improvements.
Keeping accurate records
Maintain records of communications, complaints, appointments, and outcomes.
Prepare reports for project managers and clients.
Working with project teams
Liaise with site managers, contractors, customer service teams, and housing officers.
Communicate resident concerns to operational teams.
Help minimise disruption to residents during the project.
Ensuring compliance
Follow company policies and customer service standards.
Comply with health and safety procedures.
Support safeguarding and data protection requirements where applicable.

Key skills required

Excellent communication and interpersonal skills
Customer service and conflict resolution
Empathy and active listening
Organisation and time management
Problem-solving and negotiation
Record-keeping and report writing
IT proficiency (Microsoft Office and housing management systems)
Ability to work under pressure and manage multiple priorities