Resident Liaison Officer

Equans UK & Ireland; Croydon; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

24 days leave + bank holidays

Pension

Life assurance

Benefits platform

Training & development

Career progression

Job summary

Equans is looking for an experienced Resident Liaison Officer to join our team in Croydon on a full-time, permanent basis. The role involves supporting residents across social housing refurbishment, maintenance, and regeneration projects, ensuring a smooth and positive customer experience during improvements.

You will act as the main link between residents, site teams, and project managers, coordinate access, manage expectations, and maintain strong community relationships.

Qualifications

• Proven experience as Resident Liaison Officer or similar resident-facing role.
• Experience in social housing, planned maintenance, refurbishment, regeneration, or construction environments.

Responsibilities

• Build and maintain positive relationships with residents and stakeholders.
• Act as the main liaison between residents, site teams, and project managers.
• Coordinate access arrangements and communications for residents.
• Ensure residents' homes are treated with care and professionalism.

Skills

Communication skills

Relationship building

Organisational skills

Customer service

Driving licence

Job description

Equans is looking for an experienced Resident Liaison Officer to join our team in Croydon on a full-time, permanent basis. We offer a salary of up to £33,000 plus a company car.

This is an exciting opportunity to play a key role in supporting residents and clients across social housing refurbishment, maintenance, and regeneration projects, ensuring a smooth and positive customer experience throughout the delivery of improvement works.

We are looking for someone with Resident Liaison Officer, Tenant Liaison Officer, or in a similar customer-facing role within social housing, planned maintenance, refurbishment, regeneration, or construction environments.

As a Resident Liaison Officer, you'll act as the key link between residents, site teams, and project managers, helping to minimise disruption, manage expectations, and maintain positive relationships within the local community.

A full UK driving licence is essential for this role.

About The Role

As the main point of contact for residents throughout the lifecycle of planned works, you will provide clear communication, coordinate access arrangements, and ensure residents feel informed and supported at every stage of the project.

Key Responsibilities

• Build and maintain positive relationships with residents, ensuring they remain informed about planned works, project timelines, and progress updates.
• Act as the primary point of contact between residents, site teams, project managers, and client representatives.
• Coordinate access appointments and arrangements to support the successful delivery of works.
• Distribute resident communications, including notices, newsletters, and project updates.
• Respond to resident enquiries and concerns professionally, resolving issues promptly and escalating where required.
• Support resident meetings, consultation events, open days, and community engagement activities.
• Maintain accurate records of resident interactions, access arrangements, vulnerabilities, and any special requirements.
• Work closely with site managers and project teams to ensure residents' needs are understood and considered throughout delivery.
• Promote Equans' commitment to excellent customer service and community partnership.
• Ensure residents' homes are treated with care, respect, and professionalism during all works.

About You

• Proven experience working as a Resident Liaison Officer, Tenant Liaison Officer, or in a similar resident-facing role.
• Previous experience within social housing, planned maintenance, refurbishment, regeneration, construction, or property services environments is essential.
• Experience managing resident communications, appointments, access arrangements, and customer enquiries throughout planned works programmes.
• Excellent communication and interpersonal skills, with the ability to build trust and rapport with a diverse range of residents and stakeholders.
• Strong organisational skills with the ability to manage multiple priorities effectively.
• A compassionate, professional, and customer-focused approach.
• Good IT and administrative skills with experience maintaining accurate records and resident communications.
• The ability to work independently as well as collaboratively within a wider project team.
• A full UK driving licence.

What We Offer

In return, we offer a competitive package and opportunities to develop your career within a leading organisation:

• Competitive salary and benefits package
• 24 days annual leave plus bank holidays
• Pension scheme
• Life assurance
• Employee benefits platform, including retail discounts and wellbeing support
• Ongoing training and professional development opportunities
• Career progression within a growing and diverse organisation

Why Equans?

At Equans, we deliver essential services across energy, regeneration, and facilities management, helping to create sustainable communities and improve everyday lives. Our people are at the heart of everything we do, and our Resident Liaison Officers play a vital role in ensuring projects are delivered with care, professionalism, and a strong focus on customer satisfaction.

Join Equans and help us make a positive impact in communities across the UK.