We are seeking a proactive and customer-focused Resident Liaison Officer (RLO) to support residents throughout planned maintenance and improvement works. The RLO will ensure clear communication, minimal disruption, and exceptional customer service as we work to maintain and enhance residents’ homes. The RLO will collaborate closely with clients, project teams, operatives, and subcontractors, delivering timely and accurate information to residents both verbally and in writing. This role is central to promoting a positive resident experience and upholding high customer service standards. Key Responsibilities Planned Works * Maintain confidentiality of all resident information in line with GDPR requirements. * Understand the programme, scope of works, and planned activities. * Schedule appointments with residents and manage booking/non-access schedules via the process management system. * Issue weekly reports to site and contract management teams. * Prepare and distribute all resident communications (letters, newsletters, booklets) using clear, positive, and engaging language. * Champion high-quality resident service delivery and monitor performance to ensure a positive impact. * Handle tenant enquiries promptly and liaise with delivery teams to provide updates on work changes, cancellations, and progress. * Adapt communication and working practices to meet the needs of di...