The KTS Group are seeking an experienced Resident Liaison Officer/Tenant Liaison Officer/Neighbourhood Office to support occupied residential re-cladding, façade remediation, and external refurbishment projects.
This is a dedicated site-based role on one assigned project, acting as the key link between residents, client representatives, and site teams throughout the delivery of works.
The Role
You will be responsible for:
* Acting as the primary point of contact for residents throughout the project
* Carrying out resident consultations before works commence
* Explaining programmes, access requirements, timelines, and potential disruption
* Providing regular project updates and communication to residents
* Coordinating access appointments with tenants, leaseholders, and resident representatives
* Managing resident enquiries, concerns, and complaints professionally
* Maintaining accurate records of communications, complaints, vulnerabilities, and actions taken
* Preparing and distributing newsletters, notices, letters, and resident communications
* Attending site meetings, progress meetings, and resident engagement sessions
* Supporting site teams in maintaining customer satisfaction and reducing resident-related delays
* Assisting with vulnerability assessments and additional resident support requirements
* Monitoring resident feedback and helping implement service improvements
* Ensuring all activities comply with GDPR, health and safety requirements, and project expectations
About You
* Previous experience as a Resident Liaison Officer, Tenant Liaison Officer, Customer Liaison Officer, Community Liaison Officer, or similar
* Experience within construction, social housing, planned works, refurbishment, external works, façade, cladding, fire remediation, EWI, or building safety projects
* Excellent communication and relationship-building skills
* Strong organisational and administrative ability
* Confident managing complaints and difficult conversations professionally
* Comfortable working independently within a site environment
* Professional, approachable, and customer-focused
* Full UK driving licence
Highly Desirable
* Direct experience on re-cladding, façade remediation, EWI, FRA, fire safety, or external envelope projects
* Experience on occupied residential schemes
* Knowledge of vulnerable resident support and safeguarding processes
* Experience producing newsletters, consultation packs, resident surveys, and no-access reporting
* Experience working on projects involving scaffolding, intrusive surveys, decant arrangements, or high-rise residential buildings