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Daniel Owen Ltd; Edgware; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Mileage reimbursement

Job summary

Daniel Owen Ltd. is recruiting an experienced Resident Liaison Officer (RLO) for a North West London site on a temporary maternity cover contract.

You will maintain strong relationships with residents during repairs, keeping them informed and supported, and work with internal teams to deliver a consistent, high-quality service. Key responsibilities include being the main resident contact, managing enquiries, preparing reports, and ensuring timely, coordinated communication.

Qualifications

• Strong customer service and communication skills.
• Excellent written and verbal communication skills.
• Strong organisational and administrative skills.
• Ability to prepare accurate reports and maintain clear records.
• Ability to work independently and in a wider team.

Responsibilities

• Act as the main point of contact for residents throughout repair and maintenance works.
• Maintain positive and professional relationships with residents, building trust.
• Keep residents informed of progress, timescales and changes to works.
• Respond to resident enquiries via telephone and email.
• Prepare clear, accurate reports and maintain records.
• Liaise with colleagues across the workstream for a coordinated approach.
• Raise and process orders where required.
• Manage correspondence and general admin duties for the workstream.
• Identify and escalate resident concerns appropriately.
• Ensure service commitments are delivered and improve customer satisfaction.
• Attend site visits and resident meetings as required.

Skills

Customer service

Communication skills

Organisational skills

Report writing

Teamwork

Administration

Job description

About the Role

We are currently recruiting for an experienced

Resident Liaison Officer (RLO) to join a property services team in

North West London on a temporary maternity cover contract.

The successful candidate will be responsible for maintaining strong relationships with residents throughout repair and maintenance works, ensuring they are kept fully informed and supported throughout the process.

You will work closely with internal teams and other stakeholders to ensure repairs are delivered effectively and residents receive a consistent, high-quality service.

Key Responsibilities

• Act as the main point of contact for residents throughout repair and maintenance works.
• Maintain positive and professional relationships with residents, helping to build trust and confidence.
• Keep residents informed of repair progress, timescales and any changes to planned works.
• Respond promptly and professionally to resident enquiries via telephone and email.
• Prepare clear, accurate reports and maintain appropriate records.
• Liaise closely with colleagues across the workstream and wider business to ensure a coordinated approach.
• Raise and process orders where required.
• Manage correspondence and general administrative duties associated with the workstream.
• Identify and escalates any resident concern or issues appropriately.
• Ensure service commitments are delivered consistently and contribute to improved customer satisfaction.
• Attend site visits and resident meetings as required.

About You

• Previous experience working as a

Resident Liaison Officer, ideally within social housing, property services, repairs or maintenance.

• Strong customer service and communication skills.
• Confident dealing directly with residents and managing potentially challenging conversations.
• Excellent written and verbal communication skills.
• Strong organisational and administrative skills.
• Ability to prepare accurate reports and maintain clear records.
• Ability to work effectively both independently and as part of a wider team.
• Full UK driving licence and access to your own vehicle.
• Willingness to work across both office and site environments.

Business mileage will be reimbursed in line with company policy for required site visits.