Resident Liaison Officer

Build Recruitment Limited; Coleshill CP; On-site; GBP 31,000 - 37,000; Full time

Benefits offered by this job

24 days annual leave

Life cover 2x salary

Employee discounts on major brands

Gym membership discounts

Cycle to work scheme

CSR days

Learning & development opportunities

Supportive culture

Job summary

Build Recruitment Limited is recruiting a Resident Liaison Officer for a social housing refurbishment project in Coleshill, West Midlands. You will be the main point of contact for residents, facilitating information flow between site teams, contractors and the local community.

The role emphasizes delivering a resident-first experience, organising engagement meetings, maintaining records, and supporting vulnerable residents while coordinating access and logistics with project managers.

Qualifications

• Previous experience as a Resident Liaison Officer or similar tenant/resident-facing role in housing or construction.
• Excellent communication skills with ability to build rapport and diffuse difficult situations.
• Confident working independently and managing multiple tasks and stakeholders.
• Organised and detail-focused, with ability to maintain records and handle sensitive information.
• Understanding of residents in social housing and commitment to high service standards.

Responsibilities

• Build and maintain positive relationships with residents affected by planned works; ensure clear, regular communication.
• Provide information, advice and support before, during and after works.
• Coordinate access, programme updates and logistics with Site and Project Managers.
• Maintain accurate records of communications, access issues, complaints and resolutions.
• Identify and provide support measures for vulnerable residents.
• Organise and attend resident engagement meetings, including pre-start consultations and surveys.
• Respond promptly to queries, feedback and complaints; escalate when necessary.
• Ensure all documentation, resident packs and correspondence are up to date and compliant.
• Support the wider team in delivering a resident-first approach across all works.

Skills

Communication

Stakeholder management

Independent working

Organisation

Empathy

Job description

Resident Liaison Officer

Salary: Up to £34,000 per annum

Location: West Midlands, Coleshill

A well-established organisation is recruiting for a Resident Liaison Officer (RLO) to join its growing team. This is an exciting opportunity to play a vital role on a key social housing refurbishment project, supporting residents throughout the full lifecycle of works being carried out in their homes.

As an RLO, you’ll be the main point of contact for residents—ensuring they are well-informed, respected, and supported at every stage. You’ll act as the bridge between site teams, contractors, and the local community, helping to deliver a high-quality customer experience while ensuring minimal disruption to people’s day-to-day lives.

What will you deliver?

• Build and maintain positive relationships with residents affected by planned works, ensuring clear and regular communication throughout
• Provide information, advice, and support before, during and after works take place
• Work closely with Site and Project Managers to help coordinate access, programme updates and logistics
• Maintain accurate records of communications, access issues, complaints and resolutions
• Ensure vulnerable residents are identified and provided with appropriate support measures
• Organise and attend resident engagement meetings, including pre-start consultations and satisfaction surveys
• Respond promptly and professionally to queries, feedback and complaints, escalating where necessary
• Ensure all documentation, resident packs and correspondence are up to date and compliant
• Support the wider team in delivering a respectful, resident-first approach across all works

Who are you?

• You have previous experience in a Resident Liaison Officer role or similar tenant/resident-facing position, such as housing officer, lettings support, or customer service within housing or construction
• You are an excellent communicator, able to build rapport and diffuse challenging situations with empathy and professionalism
• You’re confident working independently and managing multiple tasks and stakeholders
• You are organised, detail-focused, and confident maintaining records and handling sensitive information
• You understand the needs of residents in social housing and are committed to delivering high standards of service
• A full UK driving licence is preferred

What can we offer you?

• Salary of up to £34,000 per annum
• 24 days annual leave, plus public holidays
• Life cover equivalent to 2x annual salary
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts
• Cycle to work scheme and holiday purchase options
• Two corporate social responsibility days per year
• A broad range of learning and development opportunities, including professional qualifications and support programmes
• A supportive working culture and access to employee assistance resources