Resident Liaison Officer in Grays

Do you enjoy working out on site? Do you have the skills to effectively liaise with residents? This is not the average desk job. An excellent opportunity has become available within the Transforming Homes Team. We are now recruiting for a full-time contract position of Resident Liaison Officer. Our customers are at the heart of everything we do and as our Resident Liaison Officer, you'll ensure our residents are regularly engaged with and consulted on works to be carried out to their properties and that it meets their satisfaction and our specification.

You’ll work closely with colleagues and contractors to ensure seamless and prompt delivery of building additions. You’ll set up and attend public meetings with residents, contractors, and other colleagues to present investment proposals and maximise resident engagement. You’ll also act on behalf of residents to ensure concerns, complaints, and enquiries raised are effectively investigated and addressed with outcomes communicated to all involved.

To be considered for this role, you’ll have experience of working in a front-line customer-focused and high-volume area with a good understanding of housing management issues and building/refurbishment projects.

Key Responsibilities include:

• The RLO will act as the primary point of contact for residents affected by damp, mould, and condensation issues ensuring effective communication, resident support, and efficient case progression.
• By strengthening resident engagement, the role will improve trust, reduce complaints, and support compliance with Awaab's Law and the Housing Ombudsman’s Damp and Mould Spotlight Report recommendations.
• This role will be the frontline contact and customer care role for Thurrock's revised damp and mould processes in line with Awaab's law.
• The RLO will serve as a single point of contact for residents during their reports of Damp & Mould and will:

• Coordinate appointments, inspections, and works access.
• Communicate clearly about what works are planned and timescales.
• Provide proactive support to vulnerable residents including referrals to welfare or tenancy management teams.
• Record and track resident feedback to improve service delivery.
• Ensure the service meets statutory timescales under Awaab's Law (10 days for response, 7 days for remediation start).
• Assist the Project Team in providing necessary information and correspondence relating to Section 20 Consultations with leaseholders.
• Act as resident liaison officer for all aspects related to legal repair.

Key experience and skills required:

• Able to use initiative and work pro-actively.
• A good sense of judgement for example in determining priorities and which issues should be brought to the attention of senior management.
• Able to develop and maintain effective working relationships.
• Organised; to work to deadlines.
• Advanced written and oral communication skills and proficiency in ICT.
• To behave in accordance with our values.
• Commitment to the principles of agile working including the ability to work flexibly with regards to both hours of work and location including remote and home working as required.
• Ability to travel to the Civic Offices and our partnering contractor offices within the Borough.

DBS: Basic DBS is required for this post.

Closing Date: Redeployment Only - 4th December 2025

Closing Date: Internal and External - 4th January 2026

Interview Date: TBC

If you would like an informal chat about the position please feel free to email Joanna Bale.

Thurrock Council is committed to equal opportunities. As a Disability Confident Employer, disabled people will be offered an interview where they meet all essential criteria on the person specification. We champion flexible working and job share applications are welcome. We serve a diverse community where people are different yet equal. Diversity underpins everything we do.