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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 a collaborative culture.
- Benefits: Enjoy health insurance, generous leave options, and career development opportunities.
- Why this job: Make a real difference in residents' lives while developing your professional skills.
- Qualifications: Strong communication skills and experience in customer service or liaison roles.
- Other info: Dynamic environment with an open-door policy and excellent career growth potential.
The predicted salary is between 36000 - 60000 £ 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 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
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local events, and join relevant online groups. The more people you know, the better your chances of hearing about job openings before they’re even advertised.
✨Tip Number 2
Practice your pitch! You never know when you’ll meet someone who could help you land that Resident Liaison Officer role. Prepare a short, engaging summary of your experience and what you can bring to the table, so you’re ready to impress at a moment’s notice.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. Mention something specific from the interview to remind them of your conversation and reinforce your interest.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge. Plus, it shows you’re genuinely interested in being part of our team!
We think you need these skills to ace Resident Liaison Officer
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 experience in resident-facing roles, as these are key to what we’re looking for at Frankham.
Showcase Your Empathy: In your application, share examples of how you've handled challenging conversations with residents or clients. We value empathy and understanding, so let us see how you’ve made a difference in those situations.
Be Organised: Demonstrate your organisational skills by mentioning any tools or methods you use to manage your time and tasks. This role requires juggling multiple priorities, so showing us your approach will be a big plus!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
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 Skills
The role requires excellent organisational abilities, so be ready to discuss how you manage your time and priorities. You might want to share specific tools or methods you use to keep track of appointments and communications. 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 project expectations. This shows your enthusiasm for the role and helps you assess if Frankham is the right fit for you. Plus, it gives you a chance to engage in a meaningful conversation with your interviewers.
