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GoodPeople; Wembley; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Training & career development

Social housing programmes

Career progression

Job summary

GoodPeople is seeking an experienced Resident Liaison Officer to support residents throughout planned maintenance and refurbishment works in Westminster. You will be the main contact for residents, providing clear information about works and coordinating access to properties with project teams.

The role requires excellent communication, strong customer service and the ability to engage with vulnerable residents. A driving licence and experience in social housing or similar settings are essential.

Qualifications

• Experience in resident liaison, housing, customer service or similar.
• Excellent verbal and written communication.
• Strong customer service and interpersonal skills.
• Full UK driving licence.
• Social housing, planned maintenance or refurbishment experience.
• Experience working in occupied properties.
• Community engagement or social value experience.

Responsibilities

• Act as a key point of contact for residents during planned works.
• Provide clear information about works and programme timescales.
• Arrange access to properties and coordinate appointments.
• Maintain records of resident interactions.
• Identify vulnerable residents and arrange additional support.
• Support resident meetings and engagement activities.
• Monitor customer care issues and ensure timely resolutions.

Skills

Communication skills

Customer service

Interpersonal skills

Organizational skills

Problem solving

Driving licence

Tools

CRM systems

Project management software

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.