Resident Liaison Officer
London Office & Site-Based
Monday to Friday, 08:30 - 17:00
£25,000 - £32,000 (depending on experience)
About the Role
We are seeking a proactive and customer-focused Resident Liaison Officer to join our team, supporting construction, refurbishment, and maintenance projects across London. As the key link between residents and site teams, you will play a vital role in ensuring clear communication, minimising disruption, and delivering a high standard of customer care, particularly within social and affordable housing environments where works take place in occupied homes. This is a fast-paced, people-focused role requiring strong communication skills, empathy, and the ability to manage challenging situations professionally.
Key Responsibilities
Resident Communication
* Act as the main point of contact for residents throughout project delivery
* Clearly explain the scope, programme, and impact of works through home visits, letters, notices, and digital communication
* Provide regular updates and ensure residents are informed of any changes
Customer Service & Complaint Resolution
* Respond to resident queries, concerns, and complaints promptly and professionally
* Manage sensitive situations with empathy and a solution-focused approach
* Resolve issues effectively, escalating where necessary
Stakeholder Liaison
* Work closely with site teams, subcontractors, housing associations, and local authorities
* Ensure clear and consistent communication between all parties
Access & Coordination
* Arrange and manage access to properties for surveyors, operatives, and contractors
* Coordinate appointments and ensure residents receive appropriate notice
Pre-Works & Resident Support
* Carry out pre-start visits to assess resident needs
* Identify and support vulnerable residents, ensuring appropriate adjustments are made
Documentation & Reporting
* Maintain accurate records of all resident interactions and communications
* Track complaints and resolutions, providing updates to management
* Ensure all documentation meets company and client requirements
Community Engagement
* Support resident meetings, consultations, and engagement events
* Gather feedback to help improve service delivery
About You
Essential
* Experience in a customer-facing role
* Excellent communication and interpersonal skills
* Ability to handle challenging situations with professionalism and empathy
* Strong organisational and administrative skills
* Ability to manage multiple tasks and priorities
Desirable
* Experience within construction, social housing, or property maintenance
* Understanding of working in occupied properties
Personal Attributes
* Customer-focused with a professional and approachable manner
* Strong problem-solving skills and attention to detail
* Resilient and able to work under pressure
* Proactive with the ability to use initiative
Additional Information
* This role involves regular travel to project sites
* Flexibility may be required for occasional evening or community meetings
If this role is of interest, please reach out to Charles Howe of Tradeline Recruitment for a confidential conversation.
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