Resident Experience Lead - Housing & Communities

United Infrastructure Group; Dartford; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Career development opportunities

Competitive salary

Job summary

United Infrastructure is seeking a Resident Liaison Officer to be a visible, approachable contact for residents during improvement works across East London and Essex. You will explain works, coordinate appointments and keep residents informed as works progress, while maintaining records and ensuring welfare and safeguarding considerations are addressed.

The role blends home visits, on-site time and administration, with a focus on delivering a positive resident experience and supporting smooth

Qualifications

• Clear, confident verbal and written communication, with the ability to explain information in plain English.
• Empathy, patience and respect for people from different backgrounds and with different needs.
• Confidence in managing sensitive conversations and expectations calmly and professionally.
• Strong organisational and time management skills, with the ability to prioritise workloads and follow through on commitments.
• Good IT skills, attention to detail and a willingness to learn systems such as Total Mobile.

Responsibilities

• Build positive relationships with residents through home visits, telephone calls, letters, newsletters and resident meetings.
• Explain planned works, timescales, likely disruption and any preparation required, providing timely updates when arrangements change.
• Complete resident profiles and relevant pre-start records, including property-condition photographs where required and with appropriate consent.
• Understand residents' individual circumstances, communication preferences and support needs relevant to the works, including how other household members may be affected.
• Coordinate appointments with residents and delivery teams, understand barriers to access and follow up missed appointments or unsuccessful access attempts in line with agreed procedures.
• Listen to enquiries, concerns and complaints, work with relevant teams to resolve issues and keep residents updated on progress.
• Recognise and report welfare or safeguarding concerns through appropriate channels, maintaining confidentiality and professional boundaries.
• Work closely with site managers, subcontractors and client representatives to ensure resident commitments and agreed support arrangements are understood.
• Maintain accurate and timely records in Total Mobile and relevant trackers, including visits, communications, appointments, photographs and outstanding actions.
• Support completion, handover and aftercare, ensuring residents receive relevant information and user guidance and that outstanding issues are followed up.
• Encourage honest resident feedback and participation in customer satisfaction surveys, sharing opportunities to improve our service.

Skills

Communication skills

Empathy

Problem-solving

Organisational skills

IT skills

Total Mobile knowledge

Tools

Total Mobile

Job description

United Infrastructure is seeking a Resident Liaison Officer to be a visible, approachable contact for residents during improvement works across East London and Essex. You will explain works, coordinate appointments and keep residents informed as works progress, while maintaining records and ensuring welfare and safeguarding considerations are addressed.

The role blends home visits, on-site time and administration, with a focus on delivering a positive resident experience and supporting smooth