Resident Liaison Officer in Ilford

Company Description

United Infrastructure is a leading infrastructure, construction and property services company in the UK. We help our customers and the communities they serve benefit from resilient infrastructure, affordable homes and improved living spaces that are fit for the future. Our mission is to be the partner and employer of choice for designing, building, maintaining and connecting communities and critical infrastructure, creating a more sustainable and inclusive society.

About the Role

We are recruiting for a Resident Liaison Officer within our Social Infrastructure business. Working with social housing providers and public sector clients, we improve homes and communities through refurbishment, regeneration and building safety works. As a Resident Liaison Officer supporting our program, you will be a visible, approachable and reliable point of contact for residents throughout improvement works to their homes. From the first introduction through to completion and aftercare, you will explain what residents can expect, coordinate appointments and keep them informed as works progress. Working closely with site teams, subcontractors and the client, you will help resolve concerns and ensure commitments to residents are followed through. This is a varied, hands-on role combining home visits, time on site and administration. You will help deliver a positive resident experience while supporting the smooth delivery of works.

Key Responsibilities

• Build positive relationships with residents through home visits, telephone calls, letters, newsletters and resident meetings.
• Explain planned works, timescales, likely disruption and any preparation required, providing timely updates when arrangements change.
• Complete resident profiles and relevant pre-start records, including property-condition photographs where required and with appropriate consent.
• Understand residents' individual circumstances, communication preferences and support needs relevant to the works, including how other household members may be affected.
• Coordinate appointments with residents and delivery teams, understand barriers to access and follow up missed appointments or unsuccessful access attempts in line with agreed procedures.
• Listen respectfully to enquiries, concerns and complaints, work with the relevant teams to resolve issues and keep residents updated on progress.
• Recognise and report welfare or safeguarding concerns through the appropriate channels, maintaining confidentiality and professional boundaries.
• Work closely with site managers, subcontractors and client representatives to ensure resident commitments and agreed support arrangements are understood.
• Maintain accurate and timely records in Total Mobile and relevant trackers, including visits, communications, appointments, photographs and outstanding actions.
• Support completion, handover and aftercare, ensuring residents receive relevant information and user guidance and that outstanding issues are followed up.
• Encourage honest resident feedback and participation in customer satisfaction surveys, sharing opportunities to improve our service.
• Follow health and safety and lone-working procedures, use required equipment and report unsafe conditions promptly.

You will bring:

• Clear, confident verbal and written communication, with the ability to explain information in plain English.
• Empathy, patience and respect for people from different backgrounds and with different needs.
• Confidence in managing sensitive conversations and expectations calmly and professionally.
• Strong organisational and time management skills, with the ability to prioritise workloads and follow through on commitments.
• A practical approach to problem-solving and the judgement to recognise when support or escalation is needed.
• Good IT skills, attention to detail and a willingness to learn systems such as Total Mobile.
• Discretion when handling personal and sensitive information.
• The ability to work independently while maintaining effective communication with the wider team.

Above all, you will understand that we are working in people's homes. You will care about the resident experience and take pride in doing what you say you will do.

Travel Requirements

The role requires regular travel across East London and Essex. A full driving licence and access to your own vehicle are required.

What We Offer

A competitive salary and benefits package. Opportunities for career development and progression. A varied role where you can make a practical difference to residents and their communities.