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GoodPeople; City of Westminster; On-site; GBP 26,000 - 36,000; Full time

Job summary

GoodPeople is seeking an experienced Resident Liaison Officer to support residents through planned maintenance and refurbishment works in Westminster. You will build strong relationships, provide clear information, arrange access, and resolve issues to minimise disruption while safeguarding vulnerable residents.

The role requires excellent communication, customer service, and organisational skills. You will work closely with site teams and stakeholders to deliver a positive resident experience

Qualifications

• Previous experience in resident liaison, housing, customer service, construction or a similar role.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Full UK driving licence.
• Social housing experience.
• Planned maintenance or refurbishment experience.
• Experience working in occupied properties.
• Construction or retrofit experience.
• Experience supporting vulnerable residents.
• Community engagement or social value experience.

Responsibilities

• Act as a key point of contact for residents throughout planned works.
• Provide clear and timely information about works and programme timescales.
• Arrange access to properties and coordinate appointments.
• Carry out resident visits and maintain regular communication.
• Respond to resident queries, concerns and complaints.
• Investigate issues and coordinate appropriate resolutions.
• Liaise closely with Site Managers, subcontractors and project teams.
• Maintain accurate records of resident interactions.
• Use relevant business systems to record communications and updates.
• Identify vulnerable residents and additional support requirements.
• Support resident meetings and engagement activities.
• Assist with community and social value initiatives.
• Monitor customer care issues and ensure they are resolved within agreed timescales.
• Support the delivery of a positive resident experience throughout the programme.

Skills

Verbal communication

Written communication

Customer service

Interpersonal skills

Driving licence

Resident liaison

Organisational skills

Administration

Construction knowledge

Social housing experience

Vulnerable residents support

Community engagement

Job description

Contract: Permanent

Sector: Social Housing / Planned Maintenance

At the Net Zero Careers Accelerator (NZCA), we connect jobseekers with fully funded training and employment opportunities that support the UK's transition to a greener economy. Working alongside employers across construction, retrofit, renewable energy and sustainability, we help candidates access rewarding careers that make a real environmental impact.

We are looking for an experienced Resident Liaison Officer to support residents throughout planned maintenance and refurbishment works in Westminster.

You will be responsible for maintaining strong relationships with residents, providing clear information about works and helping ensure projects are delivered with minimal disruption to the community.

Key Responsibilities

Act as a key point of contact for residents throughout planned works.

Provide clear and timely information about works and programme timescales.

Arrange access to properties and coordinate appointments.

Carry out resident visits and maintain regular communication.

Respond to resident queries, concerns and complaints.

Investigate issues and coordinate appropriate resolutions.

Liaise closely with Site Managers, subcontractors and project teams.

Maintain accurate records of resident interactions.

Use relevant business systems to record communications and updates.

Identify vulnerable residents and additional support requirements.

Support resident meetings and engagement activities.

Assist with community and social value initiatives.

Monitor customer care issues and ensure they are resolved within agreed timescales.

Support the delivery of a positive resident experience throughout the programme.

Previous experience in resident liaison, housing, customer service, construction or a similar role.

Excellent verbal and written communication skills.

Strong customer service and interpersonal skills.

Confident working with residents in occupied properties.

Ability to handle complaints and sensitive situations professionally.

Strong organisation and administration skills.

Full UK driving licence.

Social housing experience.

Planned maintenance or refurbishment experience.

Experience working in occupied properties.

Construction or retrofit experience.

Experience supporting vulnerable residents.

Community engagement or social value experience.

What We Offer

Training and career development opportunities.

Opportunity to work on established social housing programmes.