Resident Liaison Officer in London

• Job Category JR145

Description

The Resident Liaison Officer will be the key point of contact between residents and RAAM, ensuring effective communication and fostering positive relationships The role involves addressing resident concerns, keeping them informed about project progress, and coordinating with internal teams to minimise disruption.

Additionally, the RLO will support RAAM by handling administrative tasks that ensure smooth project operations and contribute to overall efficiency.

What You'll Be Doing

• Act as the main point of contact for residents, responding to queries and concerns professionally.
• Coordinate resident communications, appointments and access for fire safety and remedial works.
• Keep residents informed about project progress, schedules and any disruption.
• Build positive relationships with residents and advocate for their needs throughout the works.
• Liaise with internal teams and contractors to ensure works are coordinated and completed efficiently.
• Manage and resolve complaints, escalating issues where required.
• Maintain accurate records and provide regular updates and reports to management.
• Support resident meetings, engagement activities and safety communications.
• Identify and report any health, safety or fire safety concerns.
• Work in line with company values, accountability and continuous improvement.

What You'll Bring

• Proven experience in a similar role, preferably in a residential or customer- facing setting.
• Basic understanding of housing or fire safety processes.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and other relevant software.
• Comfortable making regular and repeat home visits to residents as a core activity.
• Experience working with vulnerable or diverse populations.
• Familiarity with fire safety, housing policies, or construction-related roles.
• Experience using customer relationship management (CRM) systems or similar tools.
• Knowledge of community engagement strategies or conflict resolution techniques.
• Previous involvement in coordinating with project teams or contractors.

Personal Attributes

• Strong communication and interpersonal skills to effectively engage with residents and project teams
• Excellent customer service skills, demonstrating empathy, professionalism, and responsiveness.
• Highly organised and detail-oriented, capable of maintaining accurate records and documentation.
• Able to work independently and collaboratively as part of a team.
• Adaptable and reliable, with the ability to manage work effectively under pressure.
• Proactive and solution-focused, with strong problem-solving abilities.

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