Resident Liaison Officer

United Infrastructure Group Services Limited; Dartford; On-site; GBP 28,000 - 36,000; Full time

Job summary

United Infrastructure is hiring a Resident Liaison Officer to join our Social Infrastructure team. You will be the visible point of contact for residents during refurbishment and building safety works, guiding them from initial introduction to completion and aftercare.

You will visit homes, coordinate appointments with delivery teams, and explain changes and disruption while maintaining the highest customer service standards. Driving between sites across East London and Essex will be required.

Qualifications

• Previous experience as a Resident Liaison Officer or within social housing or property services would be beneficial, but not essential.
• Transferable experience in customer service or community engagement is welcomed.

Responsibilities

• Build positive relationships with residents through home visits and communications.
• Explain planned works and timelines to residents with clear updates.
• Complete resident profiles and ensure consent for photographs when required.
• Understand residents' circumstances and communication preferences and support needs.
• Coordinate appointments with residents and delivery teams, and track access.
• Listen to enquiries and concerns, and escalate where needed.
• Maintain confidentiality and professional boundaries when handling sensitive information.
• Work with site managers and client representatives to ensure commitments are understood.
• Keep accurate records of visits, communications and actions in trackers.

Skills

Clear communication

Empathy

Organisational skills

Problem solving

IT skills

Discretion

Independent work

Resident-focused

Full driving licence

Tools

Total Mobile

Job description

Company Description

United Infrastructure is a leading infrastructure, construction and property services company in the UK. We help our customers and the communities they serve benefit from resilient infrastructure, affordable homes and improved living spaces that are fit for the future. Our mission is to be the partner and employer of choice for designing, building, maintaining and connecting communities and critical infrastructure, creating a more sustainable and inclusive society.

About the Role

We are recruiting for a Resident Liaison Officer within our Social Infrastructure business. Working with social housing providers and public sector clients, we improve homes and communities through refurbishment, regeneration and building safety works.

As a Resident Liaison Officer supporting our program, you will be a visible, approachable and reliable point of contact for residents throughout improvement works to their homes. From the first introduction through to completion and aftercare, you will explain what residents can expect, coordinate appointments and keep them informed as works progress.

Working closely with site teams, subcontractors and the client, you will help resolve concerns and ensure commitments to residents are followed through. This is a varied, hands‑on role combining home visits, time on site and administration. You will help deliver a positive resident experience while supporting the smooth delivery of works.

Key Responsibilities

• Build positive relationships with residents through home visits, telephone calls, letters, newsletters and resident meetings.
• Explain planned works, timescales, likely disruption and any preparation required, providing timely updates when arrangements change.
• Complete resident profiles and relevant pre‑start records, including property‑condition photographs where required and with appropriate consent.
• Understand residents’ individual circumstances, communication preferences and support needs relevant to the works, including how other household members may be affected.
• Coordinate appointments with residents and delivery teams, understand barriers to access and follow up missed appointments or unsuccessful access attempts in line with agreed procedures.
• Listen respectfully to enquiries, concerns and complaints, work with the relevant teams to resolve issues and keep residents updated on progress.
• Recognise and report welfare or safeguarding concerns through the appropriate channels, maintaining confidentiality and professional boundaries.
• Work closely with site managers, subcontractors and client representatives to ensure resident commitments and agreed support arrangements are understood.
• Maintain accurate and timely records in Total Mobile and relevant trackers, including visits, communications, appointments, photographs and outstanding actions.
• Support completion, handover and aftercare, ensuring residents receive relevant information and user guidance and that outstanding issues are followed up.
• Encourage honest resident feedback and participation in customer satisfaction surveys, sharing opportunities to improve our service.
• Follow health and safety and lone‑working procedures, use required equipment and report unsafe conditions promptly.

About You

Previous experience as a Resident Liaison Officer or within social housing or property services would be beneficial, but it is not essential.

We welcome applicants with transferable experience in customer service, community engagement or other public‑facing roles.

You will bring:

• Clear, confident verbal and written communication, with the ability to explain information in plain English.
• Empathy, patience and respect for people from different backgrounds and with different needs.
• Confidence in managing sensitive conversations and expectations calmly and professionally.
• Strong organisational and time management skills, with the ability to prioritise workloads and follow through on commitments.
• A practical approach to problem‑solving and the judgement to recognise when support or escalation is needed.
• Good IT skills, attention to detail and a willingness to learn systems such as Total Mobile.
• Discretion when handling personal and sensitive information.
• The ability to work independently while maintaining effective communication with the wider team.
• Above all, you will understand that we are working in people’s homes. You will care about the resident experience and take pride in doing what you say you will do.

Travel Requirements

The role requires regular travel across East London and Essex. A full driving licence and access to your own vehicle are required.

What We Offer

• A competitive salary and benefits package.
• Opportunities for career development and progression.
• A varied role where you can make a practical difference to residents and their communities.

Join us at United Infrastructure and be part of our mission to deliver innovative and sustainable solutions to the complex infrastructure needs of the UK.

Here at United Infrastructure, we invest in our people and firmly believe that our workforce is our most valuable asset. A driving force for success and the core to achieving our vision of creating a connected and sustainable future, our team is the heart of our organisation.

A fast‑paced, diverse, and hugely ambitious business, we welcome challengers, innovators and people who embrace change. Establish yourself in a creative environment that champions freedom of expression, and supports you in your personal and professional development – because together, we achieve more.

United Infrastructure operates a direct sourcing model and does not accept speculative CVs from recruitment agencies. Any CVs submitted without prior agreement will be considered a gift and the candidate will be deemed to have been introduced directly. No fees will be payable in these circumstances.