Resident Liaison Officer

Wates; Dartford; On-site; GBP 25,000 - 35,000; Full time

Job summary

WPS is seeking an experienced Resident Liaison Officer to connect residents, site teams, and stakeholders during planned maintenance works. You will be the key contact before, during, and after the works, ensuring clear communication and positive community relations.

You will build strong relationships, inform residents of schedules, manage issues, and support vulnerable residents while coordinating with the Site Manager and operations teams.

Qualifications

• Experience as RLO or similar role in housing, construction, or planned maintenance environments.
• Excellent communication and interpersonal skills with the ability to engage confidently with residents from diverse backgrounds.
• Full UK Driving Licence (Essential) or access to own vehicle.

Responsibilities

• Act as the main point of contact for residents before, during, and after planned maintenance works.
• Build and maintain positive relationships with tenants, leaseholders, client representatives, and site teams.
• Keep residents informed of project timelines, upcoming works, access requirements, and changes to schedules.
• Conduct resident consultations, property visits, and satisfaction surveys.
• Manage and resolve resident concerns, complaints, and enquiries professionally and promptly.

Skills

Communication

Interpersonal skills

Resident liaison

Driving licence

Tools

Microsoft Office

Job description

WPS is seeking an experienced and customer-focused Resident Liaison Officer (RLO) to join our team on a planned maintenance project. Working closely with the Site Manager and Operational Team, you will act as the key link between residents, site teams, and project stakeholders, ensuring clear communication throughout the duration of the works. This is a vital role where you will help deliver an excellent resident experience, minimise disruption, and maintain positive relationships within the communities we work in.,

• Act as the main point of contact for residents before, during, and after planned maintenance works.
• Build and maintain positive relationships with tenants, leaseholders, client representatives, and site teams.
• Keep residents fully informed of project timelines, upcoming works, access requirements, and any changes to schedules.
• Conduct resident consultations, property visits, and satisfaction surveys.
• Manage and resolve resident concerns, complaints, and enquiries in a professional and timely manner.
• Support vulnerable residents by identifying individual needs and coordinating appropriate assistance.
• Work closely with the Site Manager and operational teams to ensure resident issues are communicated and addressed effectively.
• Maintain accurate records of resident interactions, access arrangements, and project communications.
• Assist in organising resident meetings, drop-in sessions, and community engagement events.
• Monitor resident satisfaction and provide feedback to the project team to support continuous improvement.
• Previous experience as a Resident Liaison Officer, Tenant Liaison Officer, Customer Liaison Officer, or similar customer-facing role within housing, construction, or planned maintenance environments.
• Strong communication and interpersonal skills with the ability to engage confidently with residents from diverse backgrounds.
• Experience handling customer complaints and resolving issues effectively.
• Understanding of social housing, planned maintenance, refurbishment, or property improvement programmes.
• Excellent organisational skills and attention to detail.
• Ability to work collaboratively with site and operational teams in a fast-paced environment.
• Proficient in Microsoft Office and maintaining accurate records.
• Full UK Driving Licence (Essential). / Access to own vehicle would be advantageous