Resident Liaison Officer (RLO)

Description

• Organising consultation meetings, pre-entry surveys, and progress visits.
• Acting as the first point of contact for residents during planned works.
• Supporting community projects and engagement initiatives.
• Coordinating with contract team and housing staff to minimise disruption.
• Monitoring satisfaction, championing customer insight solutions, and feeding improvements back into operational teams.
• Ensuring customer appointments are attended on time and to standard.
• Recording and reporting interactions, complaints, and resolutions accurately.
• Conveying accurate and timely information in simple, clear terms.
• Supporting customer engagement activities across all channels.
• Championing EDI by ensuring fair treatment, equal access, and respect for all residents.
• Distributing updates in clear, accessible, and inclusive formats.
• Handling queries, complaints, and concerns promptly, professionally, and inclusively.
• Encouraging positive relationships between residents, contractors, and the company.

Requirements

• Confidence to work independently and collaboratively in partnership with local teams.
• Ability to adapt communication for diverse communities and needs.
• Experience of handling multiple tasks in a high-volume, fast-paced environment.
• Driving License required.
• Experience in customer service, resident liaison, or a community-facing role (desirable, not essential).
• Good time management, planning, and organisational skills.
• Experience with computerised systems and accurate record-keeping.
• Strong customer experience ethos, with excellent written, verbal, and interpersonal skills.

Benefits

• The chance to make a real impact on residents’ lives every day by helping deliver sustainable, future-ready homes.
• A benefits package including health, leisure, and shopping discounts, private pension, and recognition schemes.
• 20 days holidays plus bank holidays
• Training and career development opportunities.

Training + Development

Interview process

Visa Sponsorship

Security clearance