This is a fantastic opportunity for an experienced Resident Liaison Officer to play a key role in delivering high-quality resident engagement across major works and capital projects. Working at the heart of housing and regeneration programmes, you will be instrumental in ensuring residents are fully informed, supported, and confident throughout the lifecycle of works affecting their homes.

Key Responsibilities

* Act as the main point of contact for residents, providing clear, timely, and empathetic communication before, during, and after works.

* Lead on resident engagement and consultation activities, including statutory leaseholder consultations, ensuring residents feel informed and involved from the outset.

* Coordinate and attend meetings between residents, contractors, and project teams, ensuring queries and concerns are effectively managed and resolved.

* Identify and support vulnerable residents, working closely with internal teams and contractors to provide tailored assistance where needed.

* Maintain accurate and up-to-date records of all resident interactions, enquiries, complaints, and escalations, ensuring responses meet agreed timeframes.

* Manage resident choices and preferences, ensuring all decisions are recorded and communicated appropriately.

* Support the complaints process, working collaboratively to deliver timely and customer-focused resolutions.

* Carry out resident satisfaction surveys and feedback exercises, analysing results and sharing insights with the wider team.

* Work closely with repairs and maintenance teams to resolve any issues arising during the works programme.

* Utilise internal systems to raise, track, and manage work requests efficiently.

About You

* You will have proven experience in a resident-facing or customer-focused role within housing, construction, regeneration, or a similar environment.

* You understand the impact that building works can have on residents and are passionate about delivering a positive customer experience.

* You are confident communicating with a wide range of stakeholders, from residents to contractors and internal teams.

* You bring a proactive, solutions-focused approach and enjoy working as part of a collaborative team.

* You have experience supporting vulnerable individuals and understand the importance of a sensitive and adaptable approach.

* You remain calm and professional when handling challenging situations.

* You are highly organised, able to manage multiple priorities, and meet deadlines in a fast-paced environment.

* You have excellent written and verbal communication skills, with the ability to produce clear and professional documentation.

* You are comfortable using ICT systems and maintaining accurate records.

This role will involve regular travel to site and a mix of office and on-site working, sometimes in challenging environments.

If you’re looking for a role where you can genuinely make a difference to residents’ experience during essential works, we’d love to hear from you. Apply today to take the next step in your career