Resident Experience Liaison for Housing Refurbishment

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

Job summary

United Infrastructure is hiring a Resident Liaison Officer to join our Social Infrastructure team. You will be the visible point of contact for residents during refurbishment and building safety works, guiding them from initial introduction to completion and aftercare.

You will visit homes, coordinate appointments with delivery teams, and explain changes and disruption while maintaining the highest customer service standards. Driving between sites across East London and Essex will be required.

Qualifications

• Previous experience as a Resident Liaison Officer or within social housing or property services would be beneficial, but not essential.
• Transferable experience in customer service or community engagement is welcomed.

Responsibilities

• Build positive relationships with residents through home visits and communications.
• Explain planned works and timelines to residents with clear updates.
• Complete resident profiles and ensure consent for photographs when required.
• Understand residents' circumstances and communication preferences and support needs.
• Coordinate appointments with residents and delivery teams, and track access.
• Listen to enquiries and concerns, and escalate where needed.
• Maintain confidentiality and professional boundaries when handling sensitive information.
• Work with site managers and client representatives to ensure commitments are understood.
• Keep accurate records of visits, communications and actions in trackers.

Skills

Clear communication

Empathy

Organisational skills

Problem solving

IT skills

Discretion

Independent work

Resident-focused

Full driving licence

Tools

Total Mobile

Job description

United Infrastructure is hiring a Resident Liaison Officer to join our Social Infrastructure team. You will be the visible point of contact for residents during refurbishment and building safety works, guiding them from initial introduction to completion and aftercare.

You will visit homes, coordinate appointments with delivery teams, and explain changes and disruption while maintaining the highest customer service standards. Driving between sites across East London and Essex will be required.