Project Liaison Officer (Housing Property Services)

neway international; City of Westminster; On-site; GBP 35,000 - 45,000; Full time

Job summary

A housing service organization in London is seeking a Project Liaison Officer to lead a pilot project improving emergency communication and resident support. You will manage procedures during situations like heating failures and power outages, ensuring residents receive timely updates and assistance. Ideal candidates possess strong project delivery experience and excellent communication skills. This role offers a unique opportunity to significantly enhance the resident experience during critical incidents.

Qualifications

• Strong project delivery experience, including leading pilots and managing procurement processes.
• Excellent communication skills, with confidence in engaging senior managers, councillors, residents, and contractors.
• Highly organised and proactive, with ability to work across multiple teams in high-pressure situations.
• Experience in managing communication systems and procedures, ideally within housing or public sector services.
• Strong IT and digital skills, including SharePoint and communication platforms.

Responsibilities

• Manage and improve communication procedures for emergency scenarios affecting residential properties.
• Maintain and refine templates for out-of-hours teams to ensure consistent updates to residents and stakeholders.
• Oversee systems for issuing updates via SMS, email, and phone, adapting processes as needed.
• Liaise with contractors to ensure timely and accurate progress updates.
• Work with tenancy teams to identify and support vulnerable residents during incidents.
• Provide clear briefings to senior managers and councillors during live incidents.
• Manage a SharePoint site to log incidents, communications, and follow-up actions.
• Coordinate post-incident reviews and feed lessons learned into service improvements.

Skills

Project delivery experience

Excellent communication skills

Highly organised

Experience managing communication systems

Strong IT skills including SharePoint

Job description

The London Borough of Islington is committed to delivering high-quality housing services and ensuring residents receive clear, timely communication during service disruptions. The Housing Property Services team is undertaking a pilot project to strengthen communication procedures during emergencies, with a focus on improving resident experience and service resilience. The Project Liaison Officer will oversee and deliver this pilot project, ensuring effective communication systems are in place during emergency scenarios such as communal heating failures, lift breakdowns, water supply interruptions, and power outages. The role will act as a central point of contact between Housing Property Services, contractors, tenancy teams, and senior stakeholders, ensuring residents are kept informed and supported.

Responsibilities

• Manage and improve communication procedures for emergency scenarios affecting residential properties.
• Maintain and refine templates for out-of-hours teams to ensure consistent updates to residents and stakeholders.
• Oversee systems for issuing updates via SMS, email, and phone, adapting processes as needed.
• Liaise with contractors to ensure timely and accurate progress updates.
• Work with tenancy teams to identify and support vulnerable residents during incidents.
• Provide clear briefings to senior managers and councillors during live incidents.
• Manage a SharePoint site to log incidents, communications, and follow-up actions.
• Coordinate post-incident reviews and feed lessons learned into service improvements.
• Collaborate with IDS to support technical solutions and reduce manual processes.
• Contribute to specification and testing of new IT tools or system upgrades.
• Deliver training and support materials to out-of-hours teams.
• Undertake additional duties consistent with the grade and responsibilities of the role.

Qualifications

• Strong project delivery experience, including leading pilots and managing procurement processes.
• Excellent communication skills, with confidence in engaging senior managers, councillors, residents, and contractors.
• Highly organised and proactive, with the ability to work across multiple teams in high-pressure situations.
• Experience in managing communication systems and procedures, ideally within housing or public sector services.
• Strong IT and digital skills, including SharePoint and communication platforms.
• Ability to deliver training and support materials to staff.

This is a unique opportunity to lead a high-profile pilot project within Islington's Housing Property Services team, directly improving resident experience during service disruptions and shaping future communication practices.