Job Title: Resident Liaison Officer
Location: HM Naval Base, Portsmouth (HMNBP)
Service Area: Service Delivery
Hours of Work: 37 Per week
What You’ll be doing:
The Resident Liaison Officer (RLO) serves as the primary point of contact for residents and key stakeholders across the personnel accommodation estate, ensuring a high standard of customer service, proactive defect resolution, and strategic engagement. This role is central to supporting KBS Maritime’s delivery of the FMSP contract, aligning with both defence and industry standards to drive continuous improvement and long-term contract success. By building trusted relationships—particularly at high-profile sites like HMS Nelson—the RLO acts as the voice of the customer, addressing concerns with empathy and managing expectations effectively.
Key responsibilities include conducting regular inspections of accommodation and communal areas, identifying and reporting defects, and coordinating with maintenance teams to ensure timely resolution. The RLO also plays a strategic role by liaising with internal departments such as MoD INFRA, Security, Projects, and Commercial teams to align service delivery with customer priorities and mitigate reputational risks. Through clear communication, use of the KBS CAFM system, and a commitment to innovation, the RLO captures feedback, drives operational improvements, and contributes to the development of future enhancements across the estate.
You’ll Have:
The ideal candidate will bring hands-on experience in customer service, housing, facilities management, or a closely related field, with a proven ability to manage multiple priorities while working independently. Strong interpersonal and communication skills are essential, along with confidence in using digital tools for reporting and day-to-day coordination. The role also demands sensitivity in handling complex issues and the ability to build trusted relationships with senior stakeholders across a dynamic operational environment.
In addition to these core capabilities, it would be advantageous for the candidate to have familiarity with military accommodation settings or public sector housing. Experience working within similar commercial and operational frameworks, particularly in defect reporting or facilities inspection, will be highly beneficial. A solid understanding of health and safety principles, safeguarding protocols, and the use of CAFM systems and data presentation tools will further support success in this role.
About you:
The successful candidate will demonstrate a strong aptitude for innovation and problem solving, consistently seeking creative and effective solutions to operational challenges. You’ll will bring leadership qualities that foster team development and drive service excellence, creating a collaborative environment where high standards are maintained and continuously improved.
In addition, they will possess a strategic approach to customer relationship management, ensuring that stakeholder needs are understood and addressed with insight and professionalism.
You’ll get:
* A competitive salary
* 25 days holiday plus bank holidays
* Enhanced pension scheme
* Life assurance
* Access to our internal benefits and discounts programme for all colleagues
* Cycle to work scheme
* Group income protection
* Flexible parental benefits (if applicable)
* Access to our Internal employee assistance network, giving you the opportunity to reach the heights of success within your new position.
* Continued professional career development
* Kudos reward opportunities (internal achievements scheme)
* Occupational Health & Wellbeing Services
* 50% off entry into the Historic Dockyard
Application process:
Applications are urged to apply prior to the advertising closing date of Friday 28th November 2025 with a view of interviews scheduled to commence week commencing 1st December 2025. For all queries, please contact the Recruitment Team in the first instance who will advise accordingly.
About Us:
At KBS Maritime, we're not just another company – we're an exciting and dynamic joint venture between industry leaders BAE Systems and KBR. Our team is dedicated to providing Asset Management, Infrastructure Management, Energy Solutions and Alongside Services at His Majesty's Naval Base Portsmouth (HMNBP), the beating heart of the Royal Navy.
With almost two-thirds of the Royal Navy's surface ships stationed at HMNBP, working with KBS Maritime means being at the forefront of innovation and progress. We operate in a unique and fascinating environment, with a mix of historic dockyards and cutting-edge infrastructure that's unlike any other.
By delivering state of the art solutions to the Royal Navy, KBS Maritime offers the chance to work on projects that make a real difference to the safety, security, and sustainability of the UK's National Defence and Security. But it's not just about the work – at KBS Maritime, we believe in the value of our people. We have the ethos of a small business, which means we value and empower our team members to succeed