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- Tasks: Support major compliance projects and ensure smooth communication with residents.
- Company: Join Frankham Risk Management Services, a top 50 consultancy with over 40 years of experience.
- Benefits: Enjoy health insurance, flexible leave options, and generous parental pay.
- Why this job: Make a real difference in residents' lives while developing your communication and organisational skills.
- Qualifications: Strong communicator with customer service experience and IT literacy.
- Other info: Dynamic environment with opportunities for career growth and an open-door policy.
The predicted salary is between 28800 - 43200 £ per year.
We are seeking a proactive and professional Resident Liaison Officer (RLO) to join our team to support major compliance projects. Working closely with the Project Manager, you will play a key role in ensuring that resident access requirements are met. This role requires an excellent communicator who can build trust and maintain positive relationships with residents, leaseholders, and clients. You will act as the key link between residents and our consultancy team, ensuring clear communication, smooth access for inspections, and a high standard of customer care. This is a varied and rewarding role that combines project support, customer care, and on-site liaison.
Responsibilities
- Support to the Project Manager: Work closely with the Project Manager to ensure sufficient access to dwellings is secured to meet project scope and sampling requirements. Provide regular updates on access rates, refusals, and scheduling progress. Escalate issues such as persistent non-access or resident refusals promptly to the Project Manager for resolution. Assist in coordinating resources to keep inspections on track with programme deadlines.
- Resident Engagement & Communication: Act as the first point of contact for residents affected by inspection or compliance works. Issue letters and follow-up calls (up to 3 attempts) to arrange convenient appointments. Provide information, reassurance, and support to residents, addressing queries and concerns empathetically. Attend resident and client meetings to support engagement. Maintain accurate project records, appointment trackers, and client systems. Issue regular updates and reports to the client, including access success rates and escalation of refusals. Act as the key liaison between residents, the consultancy team, and the client. Support compliance with GDPR in handling resident contact details.
- On-Site Support: Accompany the consultancy team on inspection days, helping manage access to dwellings. Act as the on-site liaison to resolve resident queries and ensure smooth progress. Promote professionalism and represent the Frankham Group's values at all times.
About You
- Strong communication and interpersonal skills with the ability to engage across all levels.
- Excellent organisational and time management abilities.
- Confident in managing challenging conversations with diplomacy and empathy.
- IT literate with good working knowledge of Microsoft Office (Word, Excel, Outlook).
- Experience in a resident-facing, customer service, or liaison role.
- Ability to remain calm under pressure and manage multiple priorities.
- Hold a full UK driving license.
- Background knowledge of compliance, risk management, or housing inspections.
- Experience working within social housing, property services, or fire safety projects.
- Previous experience liaising between contractors, residents, and clients.
Benefits & Initiatives
- Annual leave – sell, buy & carry-over
- Health Insurance – Health Shield cash plan
- Long service award
- Frankham Friday
- Death in service
- Annual season ticket loan
- Generous maternity & paternity pay
About Frankham Group
Frankham is a top 50 multi-disciplinary consultancy with over 40 years of experience, providing a full range of design and consultancy services to the built environment. At Frankham we have a dedicated and knowledgeable team of industry experts, all with diverse abilities, striving to provide high quality solutions to all our clients. The company strives to improve the surroundings in which we all live and work. Our belief is simple – use intelligent ideas to create human benefits. From environmentally sustainable buildings to individual commissions, our projects have one thing in common, they improve peoples' lives. You will be stepping into a dynamic, and meritocratic environment, where your voice and input will be heard. We have an 'open door policy', allowing easy access to the senior minds in the business. We are a business committed to providing people with opportunities to achieve their career goals. Our vision is to become the leading privately owned consultancy in the South of England, differentiating ourselves from the large corporates, being a best place to work and a leader in the market in each of our disciplines.
Resident Liaison Officer in London employer: Frankham Consultancy Group
Contact Detail:
Frankham Consultancy Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resident Liaison Officer in London
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Frankham Risk Management Services. Understand their values and recent projects. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Resident Liaison Officer, you'll need to engage with residents and clients effectively. Try role-playing common scenarios with a friend or family member to build your confidence in handling challenging conversations.
✨Tip Number 3
Showcase your organisational skills! During the interview, be ready to discuss how you manage multiple priorities and keep track of appointments. Share specific examples from your past experiences that highlight your ability to stay organised under pressure.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the position and keep you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Resident Liaison Officer in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Resident Liaison Officer role. Highlight your communication skills and any relevant experience in customer service or liaison roles, as these are key for us at Frankham.
Showcase Your Empathy: In your application, emphasise your ability to handle challenging conversations with empathy. We want to see how you can reassure residents and maintain positive relationships, so share examples of when you've done this before.
Be Organised: Demonstrate your organisational skills by mentioning how you manage multiple priorities. We value time management, so if you have a system that works for you, let us know about it in your application!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Frankham Consultancy Group
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the responsibilities of a Resident Liaison Officer. Familiarise yourself with the key tasks mentioned in the job description, such as supporting the Project Manager and engaging with residents. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
As an RLO, strong communication is crucial. Prepare examples from your past experiences where you've successfully engaged with residents or clients. Think about how you handled challenging conversations and maintained positive relationships. This will highlight your interpersonal skills and ability to empathise with others.
✨Demonstrate Organisational Prowess
The role requires excellent organisational skills, so be ready to discuss how you manage your time and priorities. Bring up specific tools or methods you use to keep track of appointments and project updates. This will reassure the interviewers that you can handle the varied demands of the position.
✨Prepare Questions for Them
Interviews are a two-way street, so come prepared with thoughtful questions about the company culture, team dynamics, and expectations for the role. This shows your enthusiasm and helps you gauge if Frankham is the right fit for you. Plus, it demonstrates your proactive approach to understanding the organisation.
