Resident Liaison Officer

CIH International Housing Group; Dartford; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Career development opportunities

Competitive salary

Job summary

United Infrastructure is seeking a Resident Liaison Officer to be a visible, approachable contact for residents during improvement works across East London and Essex. You will explain works, coordinate appointments and keep residents informed as works progress, while maintaining records and ensuring welfare and safeguarding considerations are addressed.

The role blends home visits, on-site time and administration, with a focus on delivering a positive resident experience and supporting smooth

Qualifications

• 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.
• Good IT skills, attention to detail and a willingness to learn systems such as Total Mobile.

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 to enquiries, concerns and complaints, work with relevant teams to resolve issues and keep residents updated on progress.
• Recognise and report welfare or safeguarding concerns through 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.

Skills

Communication skills

Empathy

Problem-solving

Organisational skills

IT skills

Total Mobile knowledge

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.

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.

About the Role

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.

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.

If you are an experienced Resident Liaison Officer or a customer service professional looking to bring your skills into property services, we would like to hear from you.

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.