Job Title: Resident Liaison Officer
Location: Northampton
Salary: £19.05ph - Weekly pay
Sector: Social Housing Planned works - kitchen and bathrooms
Must have previous RLO experience and own vehicle
The role of a Resident Liaison Officer (RLO) at Wates involves acting as the primary point of contact for residents during construction or maintenance projects, ensuring clear communication, building trust, and minimizing disruption. The RLO manages resident concerns, coordinates access for works, and maintains project records.
Key Responsibilities
* Main Point of Contact: Serve as the key liaison between residents, contractors, site teams, and client representatives.
* Communication & Information Flow: Ensure residents receive timely and clear updates about work schedules, progress, and any potential disruptions before, during, and after works.
* Issue Resolution: Handle queries, concerns, and complaints from residents with empathy and professionalism, acting as an escalation point and managing the resolution process.
* Access Coordination: Coordinate access arrangements to properties for maintenance or improvement works, such as insulation upgrades, window replacements, or other decarbonisation initiatives.
* Documentation & Reporting: Maintain accurate on-site databases and records of all resident interactions and project progress.
* Resident Welfare: Identify and support vulnerable residents, ensuring their specific needs are accounted for during the project.
* Meetings & Forums: Set up and attend regular meetings, resident forums, or drop-in sessions to gather feedback and build community engagement.
* Compliance: Ensure a consistent and caring approach to customer interactions, often in line with specific standards like PAS2035 for retrofit works.
Skills and Requirements
* Experience: Proven experience in a customer-facing role, ideally as an RLO within a social housing or construction environment.
* Skills: Strong communication, interpersonal, and organisational skills. The ability to manage sensitive situations with tact and diplomacy is crucial.
* Qualifications: A full UK driving licence is often required due to the need to travel across various sites. A Basic Disclosure and Barring Service (DBS) check is part of the pre-employment process.
If you feel this RESIDENT LIAISON OFFICER position is of interest to you, please either apply for the position directly or call Natasha on 07930080466 OR Send your CV to: