Candidate required: Resident Liaison Officer
Job Type: Permanent
Start date: Immediate
Industry: Maintenance
Location: Southampton
The role & about the client:
ITS Building People are recruiting on behalf of a well-established building and property services contractor with an excellent reputation for delivering high-quality maintenance, repairs, and refurbishment works across occupied housing and other sectors. This contractor is seeking a professional and customer-focused Resident Liaison Officer (RLO) to join their team. This is an exciting opportunity for someone experienced in tenant engagement and communication within the social housing or planned works environment. The successful candidate will act as the key link between residents, operatives, and project teams, ensuring smooth delivery of works with minimal disruption.
Key responsibilities include, but are not limited to:
Act as the main point of contact for residents throughout planned works, repairs, and refurbishment projects
Provide clear communication regarding schedules, access, and planned disruptions
Handle resident queries, concerns, and complaints professionally and efficiently
Coordinate appointments, access, and support vulnerable residents where required
Carry out home visits, pre-start surveys, and satisfaction surveys
Maintain accurate records, documentation, and reporting
Work closely with site teams, supervisors, and client representatives
Promote excellent customer service and support a positive resident experience
Assist with community engagement initiatives where appropriate The ideal candidate will have/be:
Previous experience in a Resident Liaison Officer, Tenant Liaison Officer, or Customer Liaison role
Background in social housing, planned works, maintenance, or refurbishment projects
Strong communication and interpersonal skills
Ability to manage challenging conversations professionally
Organised, proactive, and able to work independently
Competent IT skills (emails, reporting systems, CRM/job management platforms)
A full UK driving licence (essential) How to apply:
Please send an up-to-date CV in strict confidence.
Equal Opportunities:
The ITS Group is committed to promoting equal opportunities in employment. You and any job applicants will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. We welcome all applicants and are committed to an inclusive environment for all