We're recruiting an experienced Resident Liaison Officer to support a programme of construction and refurbishment works, acting as the key link between residents and delivery teams.
This is a resident-focused role ensuring clear communication, strong engagement and effective resolution of issues throughout project delivery. The successful candidate will play a vital role in minimising disruption and maintaining positive relationships with residents during works.
The Role
- Act as the primary point of contact for residents, providing clear and regular updates on works, timelines and project progress.
- Build and maintain positive relationships with residents, ensuring they feel informed, supported and engaged throughout the programme.
- Manage and resolve resident enquiries and complaints promptly and professionally, minimising disruption and escalation.
- Conduct site and home visits to discuss works, address concerns and gather feedback from residents.
- Liaise closely with contractors, site teams and project managers to ensure consistent communication and service delivery.
- Maintain accurate records of all resident interactions, complaints and outcomes, ensuring a clear audit trail.
- Provide feedback to project teams on recurring issues, trends and opportunities for service improvement.
- Support vulnerable residents, ensuring additional needs are identified and appropriate support is in place.
- Ensure all communication is clear, accessible and tailored to meet the needs of a diverse resident base.
- Contribute to a positive customer experience, ensuring works are delivered with minimal impact on residents.
Key Requirements
- Experience working in a Resident Liaison Officer, customer service or housing-related role within construction, housing or property services.
- Strong communication skills, both verbal and written, with the ability to engage confidently with residents and stakeholders.
- Excellent interpersonal skills, with the ability to build trust and manage relationships effectively.
- Experience handling complaints and resolving issues in a professional and proactive manner.
- Strong organisational skills, with the ability to manage multiple tasks and maintain accurate records.
- Ability to work collaboratively with contractors, site teams and internal stakeholders.
- Experience supporting residents in a customer-facing environment, ideally within housing or construction.
- Full UK driving licence and access to a vehicle is essential.
- Ability to be site-based 3-4 days per week.
What You Need to Do Now
If you are interested in this role and meet the criteria above, please click APPLY NOW and send us your application today.
If you do not hear from us within 48 hours of applying, your application has been unsuccessful.
Footnote
If you feel that this job matches your skills but not the rate, location or seniority, please feel free to send us your CV anyway. We constantly recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your employment status.
Even if you're currently satisfied in your role, we welcome calls from Resident Liaison Officers, Housing Officers and Customer Service professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in housing recruitment.
For more information, call Zubair at Carrington West on (phone number removed).
By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us