Resident Liaison Officer

Daniel Owen Ltd; Edgware; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Daniel Owen Ltd is seeking a Resident Liaison Officer for a North West London project on a temporary maternity cover contract. The role focuses on maintaining strong relationships with residents during repair and maintenance works and ensuring residents are kept informed and supported throughout the process.

You will work closely with internal teams to ensure repairs are delivered effectively and residents receive a consistent, high-quality service.

Qualifications

• Proven experience as a Resident Liaison Officer or similar role in social housing, property services, repairs or maintenance.
• Strong customer service and communication skills.
• Confident handling residents and managing challenging conversations.
• Excellent written and verbal communication.
• Strong organisational and administrative skills.
• Ability to prepare accurate reports and keep clear records.
• Good IT skills, including Microsoft Office.
• Ability to work independently and as part of a team.
• Full UK driving licence and access to your own vehicle.

Responsibilities

• Act as the main point of contact for residents during repair and maintenance works.
• Maintain positive and professional relationships with residents to build trust.
• Keep residents informed of repair progress, timescales and changes to planned works.
• Respond promptly to resident enquiries via telephone and email.
• Prepare clear, accurate reports and maintain records.
• Liaise with colleagues across the workstream and wider business for a coordinated approach.
• Raise and process orders where required.
• Manage correspondence and general administrative duties for the workstream.
• Identify and escalate resident concerns appropriately.
• Ensure service commitments are delivered consistently and contribute to customer satisfaction.
• Attend site visits and resident meetings as required.

Skills

Customer service

Communication

Organisation

Microsoft Office

Report writing

Driving licence

Tools

Microsoft Office

Job description

Resident Liaison Officer

Location: North West London

Contract: Temporary - Maternity Cover

Rate: £23.00 per hour Umbrella

Working Pattern: Hybrid - Office & Site Based

About the Role

We are currently recruiting for an experienced Resident Liaison Officer (RLO) to join a property services team in North West London on a temporary maternity cover contract.

The successful candidate will be responsible for maintaining strong relationships with residents throughout repair and maintenance works, ensuring they are kept fully informed and supported throughout the process.

You will work closely with internal teams and other stakeholders to ensure repairs are delivered effectively and residents receive a consistent, high-quality service.

Key Responsibilities

• Act as the main point of contact for residents throughout repair and maintenance works.
• Maintain positive and professional relationships with residents, helping to build trust and confidence.
• Keep residents informed of repair progress, timescales and any changes to planned works.
• Respond promptly and professionally to resident enquiries via telephone and email.
• Prepare clear, accurate reports and maintain appropriate records.
• Liaise closely with colleagues across the workstream and wider business to ensure a coordinated approach.
• Raise and process orders where required.
• Manage correspondence and general administrative duties associated with the workstream.
• Identify and escalation any resident concerns or issues appropriately.
• Ensure service commitments are delivered consistently and contribute to improved customer satisfaction.
• Attend site visits and resident meetings as required.

About You

• Previous experience working as a Resident Liaison Officer, ideally within social housing, property services, repairs or maintenance.
• Strong customer service and communication skills.
• Confident dealing directly with residents and managing potentially challenging conversations.
• Excellent written and verbal communication skills.
• Strong organisational and administrative skills.
• Ability to prepare accurate reports and maintain clear records.
• Good IT skills, including Microsoft Office.
• Ability to work effectively both independently and as part of a wider team.
• Full UK driving licence and access to your own vehicle.
• Willingness to work across both office and site environments.Business mileage will be reimbursed in line with company policy for required site visits