Resident Liaison Officer

Resident Liaison Officer to support residents throughout planned maintenance and refurbishment works in Westminster.,

• Act as a key point of contact for residents throughout planned works.
• Provide clear and timely information about works and programme timescales.
• Arrange access to properties and coordinate appointments.
• Carry out resident visits and maintain regular communication.
• Respond to resident queries, concerns and complaints.
• Investigate issues and coordinate appropriate resolutions.
• Liaise closely with Site Managers, subcontractors and project teams.
• Maintain accurate records of resident interactions.
• Use relevant business systems to record communications and updates.
• Identify vulnerable residents and additional support requirements.
• Support resident meetings and engagement activities.
• Assist with community and social value initiatives.
• Monitor customer care issues and ensure they are resolved within agreed timescales.
• Support the delivery of a positive resident experience throughout the programme.
• Previous experience in resident liaison, housing, customer service, construction or a similar role.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Confident working with residents in occupied properties.
• Ability to handle complaints and sensitive situations professionally.
• Strong organisation and administration skills.
• Good IT skills.
• Full UK driving licence.

Desirable

• Social housing experience.
• Planned maintenance or refurbishment experience.
• Experience working in occupied properties.
• Construction or retrofit experience.
• Experience supporting vulnerable residents.
• Community engagement or social value experience.

• £30,000 - £32,000 + £4,560 car allowance
• Permanent position.
• Training and career development opportunities.
• Opportunity to work on established social housing programmes.