Resident Liaison Lead — Manage 12 RLOs & Client Relations

United Infrastructure Group; United Kingdom; Remote; GBP 42,000 - 60,000; Full time

Job summary

United Infrastructure is seeking a Senior Resident Liaison Officer to lead a team of up to 12 RLOs, delivering planned works to occupied properties. You will supervise site visits, ensure compliance with procedures, and drive high standards of customer service during complex retrofit projects.

The role requires experience with leaseholders and kitchen/bathroom refurbishments, plus proven leadership and strong written and verbal communication.

Qualifications

• Leadership and mentoring capabilities within a field team.
• Strong written and verbal communication skills.
• Experience working with leaseholders and refurbishment projects.

Responsibilities

• Lead a team of up to 12 RLOs, directing daily duties and site visits.
• Monitor compliance with procedures and KPIs, driving customer service excellence.
• Manage complaints and ensure resolution within agreed timeframes; provide client reports.
• Organise resident open days and contractor days to facilitate engagement.

Skills

Leadership/Mentoring

Written and verbal communication

Leaseholder experience

Kitchen & bathroom refurbishment

Job description

United Infrastructure is seeking a Senior Resident Liaison Officer to lead a team of up to 12 RLOs, delivering planned works to occupied properties. You will supervise site visits, ensure compliance with procedures, and drive high standards of customer service during complex retrofit projects.

The role requires experience with leaseholders and kitchen/bathroom refurbishments, plus proven leadership and strong written and verbal communication.