Resident Liaison Officer

Daniel Owen Ltd; Birmingham; On-site; GBP 30,000 - 32,000; Part time

Job summary

Daniel Owen Ltd in Birmingham is seeking a Part-time Resident Liaison Officer (2–3 days per week) to support refurbishment and remediation projects across Birmingham and potentially the North West. You will be the key link between residents, site teams, subcontractors and client representatives, ensuring residents feel informed, supported and listened to throughout the works.

The role offers a temporary-to-permanent path with an ASAP start.

Qualifications

• Excellent communication and relationship-building skills.
• Experience managing complaints and resolving customer concerns.
• Calm, professional and empathetic approach.
• Strong organisational and administrative abilities.
• Full UK driving licence and willingness to travel as required.

Responsibilities

• Act as main contact for residents before, during and after works.
• Keep residents informed about timescales and potential disruption.
• Carry out home visits, resident consultations, meetings and drop-ins.
• Prepare and distribute letters, newsletters and notices.
• Support access arrangements for works within occupied properties.
• Handle resident enquiries, concerns and complaints professionally.
• Provide additional support to vulnerable residents when needed.
• Build relationships with residents, housing officers and site teams.
• Communicate programme changes to stakeholders and maintain records.
• Monitor customer satisfaction and gather post-completion feedback.
• Support customer service KPIs and client requirements.
• Promote health and safety awareness and report safeguarding concerns.

Skills

Excellent communication

Relationship-building

Complaint handling

Calm and empathetic

Organisational skills

Microsoft Office

Full UK driving licence

Willingness to travel

Tools

Microsoft Office

Job description

Resident Liaison Officer

Location: Birmingham, with potential travel across the North West

Salary: £30,000-£32,000 (pro-rata on a part time basis)

Contract: Part-time

Start date: ASAP

The opportunity

We are recruiting on behalf of a specialist contractor seeking an experienced Resident Liaison Officer on a part-time basis (2-3 days per week) to support refurbishment and remediation projects across Birmingham and potentially the wider North West.

This is a fantastic opportunity for someone who enjoys working with people and takes pride in delivering an excellent resident experience. You will act as the key link between residents, site teams, subcontractors and client representatives, ensuring residents feel informed, supported and listened to throughout the works.

The position will initially be offered on a temporary-to-permanent basis, with an immediate start available for the right candidate.

What you'll be doing

• Acting as the main point of contact for residents before, during and after works
• Keeping residents informed about project timescales, planned activities and potential disruption
• Carrying out home visits, resident consultations, meetings and drop-in sessions
• Preparing and distributing letters, newsletters, notices and project updates
• Supporting access arrangements for works within occupied properties
• Handling resident enquiries, concerns and complaints in a professional and empathetic manner
• Providing additional support to vulnerable residents where required
• Building positive relationships with residents, housing officers, site teams and other stakeholders
• Working closely with site management to communicate programme changes and updates
• Maintaining accurate records of resident contact, appointments and feedback
• Monitoring customer satisfaction and gathering post-completion feedback
• Supporting customer service KPIs, reporting and client requirements
• Promoting health and safety awareness and reporting any safeguarding concerns appropriately

What we're looking for

• You will ideally have previous experience as a:
• Resident Liaison Officer
• Tenant Liaison Officer
• Customer Liaison Officer
• Housing Officer
• Community Liaison Officer
• Customer-focused professional within social housing or constructionYou will also need:
• Excellent communication and relationship-building skills
• Experience managing complaints and resolving customer concerns
• A calm, professional and empathetic approach
• Strong organisational and administrative skills
• The ability to work independently and manage multiple priorities
• Good Microsoft Office skills
• A full UK driving licence and willingness to travel as requiredExperience within social housing, refurbishment, construction or remediation projects would be particularly beneficial.

What's on offer

• Salary of £30,000 - £32,000 pro rata
• Temporary-to-permanent opportunity
• Immediate start available
• Part-time (3 days per week)
• Varied projects across Birmingham and potentially the North West
• The opportunity to join a growing specialist contractor and play an important role in the resident experience

If you're an experienced Resident Liaison Officer looking for your next opportunity, we'd love to hear from you.