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Job Summary
We are looking for an enthusiastic Resident Liaison Officer for Walsall area. The Resident Liaison Officer (RLO) plays a vital role in ensuring a positive customer experience during external and internal upgrade works.
Job Summary
We are looking for an enthusiastic Resident Liaison Officer for Walsall area. The Resident Liaison Officer (RLO) plays a vital role in ensuring a positive customer experience during external and internal upgrade works.
The role of the Resident Liaison Officer is to facilitate the smooth running of projects by building and maintaining positive relationships to ensure effective liaison between the residents, sub-contractors, client representatives.
You will act as the primary point of contact for residents, providing information, support, and addressing any concerns that may arise. This is a fixed term contract that ends in March 2026 with potential for extension based on project requirements and candidate’s performance.
Key Responsibilities
You will be responsible for a wide range of tasks including, but not limited to:
* Carry out pre-entry visits and resident inductions.
* Provide timely and clear communication to tenants about the nature and schedule of works.
* Build and maintain effective working relationships with WHG staff, TMO representatives, and other housing stakeholders.
* Respond to resident queries and concerns, resolving issues in a timely and empathetic manner.
* Monitor and report customer satisfaction levels, complaints, and feedback trends.
* Support the delivery team during key project phases including decanting and handovers.
* Organise and attend resident drop-in sessions, some of which may occur outside normal office hours.
* Promote health, safety, environmental, and legal standards relevant to resident-facing activities.
* Collaborate with external stakeholders including housing associations and local authorities.
* Ensure all documentation and communication logs are well maintained and audit ready.
KEY ATTRIBUTES
Mandatory Skills
* Previous on-site experience in a Resident Liaison Officer or similar customer-facing role.
* Strong communication and interpersonal skills.
* Proven ability to manage challenging conversations professionally.
* Ability to organise and prioritise tasks effectively.
* Competent in Microsoft Office and familiar with data entry or CRM systems.
* Full UK driving licence or ability to travel between project sites.
Preferred Skills
* Valid CSCS card and First Aid certification.
* Experience in social housing, refurbishment, or retrofit projects.
* Understanding of construction terminology and timelines.
* Knowledge of safeguarding, social value, or community engagement practices.
Qualifications & Certifications
* General education to GCSE standard (or equivalent)
* Supplementary professional/vocational qualification in customer service, housing, or related field (desirable)
Interpersonal Skills
* Friendly, empathetic, and approachable demeanour.
* Strong problem-solving and decision-making skills.
* Ability to work well both independently and within a team.
* Committed to delivering excellent customer service.
* Demonstrates professional conduct and resilience under pressure.
* Values inclusion, equality, and diversity.
* Aligned to the mission and values of Surefire Management Services Ltd.
* Proactive and open to personal and professional development.
Our Diversity, Equality and Inclusion Statement
At Surefire Management Services LTD, we are committed to creating a diverse and inclusive workplace where everyone feels valued, respected, and empowered to achieve their full potential. We believe that our differences make us stronger, and we actively seek to build a team that reflects the diverse communities we serve.
We are an equal opportunity employer and welcome applications from all qualified individuals, regardless of race, gender, age, disability, religion, sexual orientation, or any other characteristic. Together, we strive to create a culture of belonging where every employee can thrive and contribute to our shared success
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Other, Information Technology, and Management
* Industries
Construction
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