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 diverse clients and residents.
Consumer Standards
*
Understand the Consumer Standards set by the Social Housing Regulator and support clients in meeting their obligations.
*
Conduct additional checks during property visits and discreetly report concerns related to condition or decency (e.g., damp, mould) to the client organisation.
*
Record Resident Satisfaction Scoring (RSS) for all work instructions in the required format.
*
Listen to resident concerns and record all interactions on the process management system, escalating significant issues to your Line Manager.
*
Attend mandatory training such as Safeguarding and Dementia Friends, reporting any welfare or vulnerability concerns appropriately.
Collaboration & Communication
*
Work collaboratively with clients, contractors, internal teams, and stakeholders to deliver a consistent customer-focused service.
*
Act as a team ambassador, engaging staff, listening to insights, and involving them in decisions to improve service delivery.
*
Participate in regular project review meetings to discuss aftercare progress, challenges, and resident feedback.
Person Specification
Knowledge & Experience
*
Strong customer care background, ideally within a fast-paced housebuilding or refurbishment environment.
*
Highly IT literate with good working knowledge of MS Office and job management systems (e.g., EasyBOP).
*
Understanding of occupied refurbishment and resident engagement processes.
*
Previous experience in an RLO or similar resident-facing role.
Qualities & Attitude
*
Excellent communication skills; polite, professional, and courteous.
*
Strong organisational abilities with a proactive approach and attention to detail.
*
Flexible manner with a positive “can-do” attitude.
*
Empathy and understanding towards residents’ needs and concerns.
What is Offered
*
Full training and ongoing support.
*
Opportunities to learn systems management, compliance, and business operations.
*
Friendly and supportive working environment.
*
Clear career progression opportunities.
Ref: 4199JR