About the Role
I am working with a leading housing provider delivering a programme of fire safety works, including fire doors, windows and associated upgrades across their housing stock.
They are looking for a Resident Liaison Officer to act as the key link between residents and operational teams, ensuring works are delivered smoothly while maintaining a high level of resident satisfaction.
This is a customer-facing role where communication, organisation and empathy are key, particularly when managing residents through potentially disruptive works.
Key Responsibilities:
Act as the main point of contact for residents throughout fire safety works programmes
Communicate clearly with residents regarding upcoming works, timelines and access requirements
Coordinate access arrangements to ensure contractors can complete works efficiently
Support delivery of programmes including fire door replacements, window installations and associated safety works
Manage resident queries, concerns and complaints, ensuring timely and professional resolution
Carry out resident visits where required to provide reassurance and resolve issues on-site
Work closely with site teams, contractors and project managers to ensure smooth delivery of works
Maintain accurate records of resident interactions, access attempts and programme updates
Support vulnerable residents and ensure appropriate adjustments are in place
Monitor customer satisfaction and contribute to improving resident experience throughout the programmeAbout You:
Previous experience working as a Resident Liaison Officer or in a similar customer-facing housing role
Experience working on planned works or fire safety programmes (desirable)
Strong communication and interpersonal skills, with the ability to build trust with residents
Organised and able to manage multiple priorities in a fast-paced environment
Confident handling complaints and resolving issues effectively
Able to work on-site and engage directly with residents and contractors