Resident Liaison Officer

Bimplus; Ealing; On-site; GBP 32,000 - 40,000; Full time

Job summary

Fortus Recruitment Group Limited is recruiting an experienced Resident Liaison Officer to manage external planned maintenance works across Brentford and Ealing. You will be the main contact for residents, coordinating access, visits and communications while ensuring high levels of service in occupied social housing properties.

The role requires strong communication, organisational skills and a proactive, customer-focused approach. A full UK driving licence is essential.

Qualifications

• Previous experience as a Resident Liaison Officer, Tenant Liaison Officer or Customer Liaison Officer.

Responsibilities

• Act as the primary point of contact for residents throughout the external works programme.
• Book appointments and arrange access to occupied properties where required.
• Carry out resident consultations, pre-start visits and property condition surveys.
• Keep residents informed of work schedules, access requirements and project updates.
• Manage resident enquiries, concerns and complaints, ensuring timely resolutions.
• Build and maintain positive relationships with residents, site teams and subcontractors.
• Work closely with site management to coordinate access and minimise disruption during works.
• Support vulnerable residents and ensure individual needs are considered throughout the project.
• Maintain accurate records of resident communications and project progress.
• Attend site and client meetings, providing feedback on resident concerns and satisfaction.
• Deliver a consistently high standard of customer service throughout the programme.

Skills

Resident Liaison

Customer service

Stakeholder management

Communication

Driving licence

MS Office

Job description

Resident Liaison Officer (RLO) – External Planned Works

Location: Brentford / Ealing

Salary: Up to £36,000 + Package

Contract: Permanent

Fortus Recruitment provides specialist recruitment services, supplying quality candidates on a temporary or permanent basis to leading organisations throughout the construction, property services and social housing sectors.

We are currently working with a well-established contractor who is looking to recruit an experienced Resident Liaison Officer to join their team delivering external planned maintenance works across Brentford and Ealing.

This is an excellent opportunity for an experienced RLO to act as the main point of contact for residents throughout the programme, ensuring they are fully informed, supported and receive an exceptional level of customer service while external refurbishment works are completed to occupied social housing properties.

Key Responsibilities

• Act as the primary point of contact for residents throughout the external works programme.
• Book appointments and arrange access to occupied properties where required.
• Carry out resident consultations, pre-start visits and property condition surveys.
• Keep residents informed of work schedules, access requirements and project updates.
• Manage resident enquiries, concerns and complaints, ensuring timely resolutions.
• Build and maintain positive relationships with residents, site teams and subcontractors.
• Work closely with site management to coordinate access and minimise disruption during works.
• Support vulnerable residents and ensure individual needs are considered throughout the project.
• Maintain accurate records of resident communications and project progress.
• Attend site and client meetings, providing feedback on resident concerns and satisfaction.
• Deliver a consistently high standard of customer service throughout the programme.

Skills & Experience

• Previous experience as a Resident Liaison Officer, Tenant Liaison Officer or Customer Liaison Officer.
• Experience working on external planned maintenance, refurbishment or social housing projects is highly desirable.
• Excellent communication and interpersonal skills.
• Strong organisational skills with the ability to manage multiple priorities.
• Good IT skills, including Microsoft Office and internal management systems.
• A proactive, customer-focused approach with excellent problem-solving skills.
• Full UK driving licence.

Fortus Recruitment Group Limited acts as an Employment Agency in relation to permanent vacancies and an Employment Business for the supply of temporary workers. Equal opportunities employer.