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GoodPeople; London Borough of Lambeth; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Car allowance

Fuel allowance

Company pension

Job summary

GoodPeople is seeking approachable Resident Liaison Officers to support building works across Lambeth, Guildford and Waverley, and Ilford. You will be the main contact between residents, site teams and management, arranging access for planned works and sharing clear project information.

If you have excellent communication, empathy for sensitive situations, and strong record-keeping, you will help minimise disruption and ensure residents' needs are identified and addressed throughout the

Qualifications

• Full driving licence is essential.
• Excellent communication and interpersonal skills.
• Ability to handle sensitive information with discretion.
• Strong organisational and administrative abilities.

Responsibilities

• Build and maintain positive relationships with residents and stakeholders.
• Act as main communication link between residents and site teams.
• Explain planned works and keep residents informed of progress.
• Arrange resident visits and distribute clear communication materials.
• Organise meetings with resident groups as required.
• Coordinate access to properties for surveys and works.
• Prepare and maintain resident records and reports.

Skills

Driving licence

Interpersonal skills

Communication

Microsoft Office

GDPR awareness

Organisational skills

Tools

Microsoft Office

Job description

Locations: Lambeth | Guildford & Waverley | Ilford

Salary: £30,000 to £38,000 per annum, depending on experience

Working Hours: Monday to Friday, 8:00am to 5:00pm

Benefits: Car allowance, fuel allowance and company pension

The Opportunity

We are seeking approachable, organised and customer-focused

Resident Liaison Officers (RLOs) to support building works across Lambeth, Guildford and Waverley, and Ilford.

Working closely with site and project management teams, you will act as the main point of contact between residents, building occupants and the project team. You will arrange access for planned works, communicate project information, manage concerns and complaints, and help minimise disruption to residents throughout the programme.

This role suits someone with excellent communication and interpersonal skills who can build positive relationships, handle sensitive situations with empathy, and maintain accurate records. You will also help identify vulnerable or high-risk residents so appropriate arrangements can be made before works begin.

Important to Know

• Locations: Lambeth, Guildford and Waverley, and Ilford. (specific which location you are applying for)


• Salary: £30,000 to £38,000 per annum, depending on experience.


• Working hours: Monday to Friday, 8:00 am to 5:00 pm.


• Benefits: Car allowance, fuel allowance and company pension.


• A full driving licence is essential.


• Good working knowledge of Microsoft Office is essential.


• The role involves visiting residents, arranging access to properties, and liaising with site teams.


• You must be comfortable handling confidential information and following health and safety procedures.

Key Responsibilities

• Build and maintain positive relationships with residents, occupiers and customer representatives.


• Act as the main communication link between residents and operational site teams.


• Explain planned works, provide project information and keep residents informed of progress and changes.


• Arrange resident visits and distribute clear, accessible communication materials.


• Organise meetings with resident groups or representatives where required.

Access & Work Coordination

• Arrange access to properties for surveys and planned works.


• Coordinate appointments with residents and site teams.


• Issue confirmation letters detailing survey dates, work schedules and agreed access arrangements.


• Conduct pre-works visits and establish individual resident requirements.


• Complete photographic or video surveys of property conditions, appliances and protective measures before works commence, together with the resident.

Resident Support & Customer Care

• Identify vulnerable or high-risk residents and communicate their needs to the Site Manager.


• Help ensure works are planned with appropriate consideration for individual resident circumstances.


• Respond to resident enquiries and manage complaints through to resolution, escalating issues when necessary.


• Conduct resident satisfaction surveys and use feedback to support service improvements.


• Provide aftercare information and support community initiatives where required.

Administration & Reporting

• Maintain accurate resident records and project documentation in line with the quality management system.


• Prepare monthly Resident Liaison Officer reports where required.


• Handle sensitive information confidentially and comply with GDPR requirements.


• Support the induction of new Resident Liaison Officers where required.

Health, Safety & Compliance

• Follow site safety, health, environmental and quality requirements.


• Wear appropriate personal protective equipment when required.


• Report hazards, incidents, near misses and resident health and safety concerns promptly.


• Follow lone-working procedures at all times.


• Full driving licence.


• Previous experience in an RLO role


• Previous SHEQ experience


• Strong interpersonal skills and the ability to build relationships with residents from different backgrounds.


• Good working knowledge of Microsoft Office.


• Strong organisation and administration skills, including accurate record-keeping.


• Ability to manage sensitive conversations, resident concerns and complaints professionally.


• A responsible approach to confidentiality, health and safety, and lone working.