Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Support residents during maintenance works with clear communication and exceptional service.
- Company: Join Guildmore Planned Works, a company dedicated to enhancing resident experiences.
- Benefits: Full training, ongoing support, and clear career progression opportunities.
- Why this job: Make a real difference in residents' lives while developing your skills.
- Qualifications: Strong customer care background and excellent communication skills required.
- Other info: Friendly environment with opportunities to learn and grow.
The predicted salary is between 28800 - 43200 ÂŁ per year.
Guildmore Planned Works are seeking a proactive and customer-focused Resident Liaison Officer (RLO) to support residents throughout planned maintenance and improvement works. The RLO will ensure clear communication, minimal disruption, and exceptional customer service as we work to maintain and enhance residents’ homes.
The RLO will collaborate closely with clients, project teams, operatives, and subcontractors, delivering timely and accurate information to residents both verbally and in writing. This role is central to promoting a positive resident experience and upholding Guildmore’s customer service standards.
Key ResponsibilitiesPlanned Works
- Maintain confidentiality of all resident information in line with GDPR requirements. Understand the programme, scope of works, and planned activities.
- Schedule appointments with residents and manage booking/non-access schedules via our process management system. Issue weekly reports to site and contract management teams.
- Prepare and distribute all resident communications (letters, newsletters, booklets) using clear, positive, and engaging language.
- Champion high-quality resident service delivery and monitor performance to ensure a positive impact on residents.
- Handle tenant enquiries promptly and liaise with delivery teams to provide updates on work changes, cancellations, and progress.
- Adapt communication and working practices to meet the needs of diverse clients and residents.
- Attend all training courses identified by your Line Manager to support professional development.
Consumer Standards
- Understand the Consumer Standards set by the Social Housing Regulator and support clients in meeting their obligations.
- While visiting properties, conduct additional checks and discreetly report concerns related to condition or decency (e.g., damp, mould) to the client organisation.
- Record Resident Satisfaction Scoring (RSS) for all work instructions in the required format.
- Listen to resident concerns and record all interactions on the process management system (EasyBOP), escalating significant issues to your Line Manager.
- Attend mandatory training such as Dementia Friends and Safeguarding, reporting any welfare or vulnerability concerns appropriately.
Collaboration & Communication
- Work collaboratively with clients, contractors, internal teams, and stakeholders to deliver a consistent customer-focused service.
- Act as an ambassador for the team, engaging staff, listening to their insights, and involving them in decisions to improve service delivery.
- Communicate effectively to ensure alignment and understanding across all parties. Participate in regular project review meetings to discuss aftercare progress, challenges, and resident feedback.
Knowledge & Experience
- Strong customer care background, ideally within a fast-paced environment. Highly IT literate with good working knowledge of MS Office and job management systems.
- Understanding of occupied refurbishment and resident engagement processes. Previous experience in an RLO or similar resident-facing role.
Qualities & Attitude
- Excellent communication and interpersonal skills; polite, professional, and courteous at all times.
- Strong organisational abilities with a proactive approach and excellent attention to detail. Flexible and professional manner, with a positive “can-do” attitude.
- Team-oriented with a solutions-focused mindset. Empathy and understanding towards residents’ needs and concerns.
- Full training and ongoing support.
- Opportunities to learn systems management, compliance, and business operations.
- Friendly and supportive working environment.
- Clear career progression within the company.
Resident Liaison Officer employer: Guildmore Limited
Contact Detail:
Guildmore Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resident Liaison Officer
✨Tip Number 1
Get to know the company inside out! Research Guildmore Planned Works and understand their values, projects, and the role of a Resident Liaison Officer. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As an RLO, you'll need to engage with residents and teams effectively. Try role-playing scenarios with friends or family to boost your confidence in handling various situations and inquiries.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn to gain insights about the company culture and expectations. They might even share tips on how to stand out during the interview process!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the Guildmore team and ready to contribute to their mission of exceptional customer service.
We think you need these skills to ace Resident Liaison Officer
Some tips for your application 🫡
Know the Role: Before you start writing, make sure you really understand what a Resident Liaison Officer does. Check out the job description and highlight key responsibilities. This will help you tailor your application to show how you fit the bill!
Show Off Your Skills: When you're writing your application, don’t hold back on showcasing your customer service skills. Use examples from your past experiences that demonstrate how you've handled resident concerns or improved communication. We want to see your proactive side!
Keep It Clear and Engaging: Remember, as an RLO, clear communication is key! Make sure your application is well-structured and easy to read. Use positive language and keep it engaging – just like you would when communicating with residents.
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’re considered for the role. Plus, it shows you’re keen to join our team at Guildmore!
How to prepare for a job interview at Guildmore Limited
✨Know Your Stuff
Before the interview, make sure you understand the role of a Resident Liaison Officer inside out. Familiarise yourself with the key responsibilities and how they relate to customer service and communication. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since this role is all about clear communication, prepare examples of how you've effectively communicated with residents or clients in the past. Think about times when you had to adapt your communication style to meet diverse needs, as this will demonstrate your flexibility and understanding.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and customer care approach. Practice responses to potential situations you might face as an RLO, such as handling tenant enquiries or managing disruptions during maintenance works. This will help you think on your feet during the interview.
✨Emphasise Teamwork and Collaboration
Highlight your experience working collaboratively with various teams, as this is crucial for the role. Be ready to discuss how you've engaged with colleagues, clients, and stakeholders to deliver a consistent service. Showing that you can be a team player will resonate well with the interviewers.
