Senior Resident Liaison Officer (RLO)
Salary: Up to £36k + package
Location: Midlands
Job Type: Permanent
Key Responsibilities
* Lead resident engagement activities across multiple planned maintenance and refurbishment projects.
* Act as the primary point of contact for residents, clients, and key stakeholders throughout the programme of works.
* Coordinate appointments, property visits, and access arrangements to support project delivery.
* Conduct resident consultations, home visits, and customer satisfaction surveys.
* Manage and resolve complex resident complaints and escalations, ensuring positive outcomes.
* Work closely with Contracts Managers, Site Managers, and operational teams to ensure projects are delivered on time and to a high standard.
* Monitor resident satisfaction and identify areas for service improvement.
* Maintain accurate records, project trackers, and client reporting requirements.
* Support and mentor junior Resident Liaison Officers where required.
* Ensure all resident liaison activities are delivered in line with client expectations and contractual KPIs.
What We're Looking For
* Proven experience as a Resident Liaison Officer within planned maintenance, refurbishment, social housing, or construction.
* Experience handling escalated complaints and managing stakeholder expectations.
* Strong relationship-building and customer service skills.
* Excellent verbal and written communication abilities.
* Confident working with clients, residents, and operational teams at all levels.
* Strong organisational skills with the ability to manage multiple projects simultaneously.
* Proficient in Microsoft Office and project management systems.
* Full UK driving licence and access to a vehicle.
* Flexible approach to travel across the Midlands region.
Benefits
* Competitive salary and benefits package.
* Career progression opportunities.
* Employee referral scheme.
* Ongoing training and professional development.
* Employee wellbeing support.
* Friendly and collaborative working environment.
Fortus Recruitment is an equal opportunities employer.
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