Resident Liaison Officer

Carrington West; Essex; Presencial; GBP 28.000 - 38.000; Tempo integral

Resumo da vaga

Carrington West is recruiting an experienced Resident Liaison Officer to support a construction refurbishment programme in Essex. You will be the main link between residents and delivery teams, providing clear updates, handling enquiries, and resolving complaints to minimise disruption and maintain positive relationships.

The role is site-based 3–4 days per week and requires a driving licence with the ability to engage with diverse residents effectively.

Qualificações

• Experience in a Resident Liaison Officer, customer service or housing-related role within construction, housing or property services.
• Strong verbal and written communication with residents and stakeholders.
• Excellent interpersonal skills to build trust and manage relationships.
• Experience handling complaints and resolving issues professionally and proactively.
• Organised and able to manage multiple tasks with accurate record-keeping.
• Ability to work with contractors, site teams and internal stakeholders.
• Full UK driving licence and access to a vehicle.
• Site-based availability 3–4 days per week.

Responsabilidades

• Act as the primary contact for residents, providing updates on works and progress.
• Build and maintain positive relationships with residents, keeping them informed and engaged.
• Resolve resident enquiries and complaints promptly, minimising disruption.
• Conduct site and home visits to discuss works and gather feedback.
• Liaise with contractors, site teams and project managers to ensure clear communication.
• Maintain accurate records of resident interactions and outcomes.
• Provide feedback on recurring issues and opportunities for service improvement.
• Support vulnerable residents with additional needs and appropriate support.
• Ensure communications are clear, accessible and tailored to a diverse resident base.
• Contribute to a positive customer experience during works.

Conhecimentos

Resident liaison experience

Customer service

Communication skills

Stakeholder engagement

Complaint handling

Organisational skills

Driving licence

Site-based availability

Descrição da vaga

We're recruiting an experienced Resident Liaison Officer to support a programme of construction and refurbishment works, acting as the key link between residents and delivery teams. This is a resident-focused role ensuring clear communication, strong engagement and effective resolution of issues throughout project delivery. The successful candidate will play a vital role in minimising disruption and maintaining positive relationships with residents during works.

The Role

• Act as the primary point of contact for residents, providing clear and regular updates on works, timelines and project progress.
• Build and maintain positive relationships with residents, ensuring they feel informed, supported and engaged throughout the programme.
• Manage and resolve resident enquiries and complaints promptly and professionally, minimising disruption and escalation.
• Conduct site and home visits to discuss works, address concerns and gather feedback from residents.
• Liaise closely with contractors, site teams and project managers to ensure consistent communication and service delivery.
• Maintain accurate records of all resident interactions, complaints and outcomes, ensuring a clear audit trail.
• Provide feedback to project teams on recurring issues, trends and opportunities for service improvement.
• Support vulnerable residents, ensuring additional needs are identified and appropriate support is in place.
• Ensure all communication is clear, accessible and tailored to meet the needs of a diverse resident base.
• Contribute to a positive customer experience, ensuring works are delivered with minimal impact on residents.

Key Requirements

• Experience working in a Resident Liaison Officer, customer service or housing-related role within construction, housing or property services.
• Strong communication skills, both verbal and written, with the ability to engage confidently with residents and stakeholders.
• Excellent interpersonal skills, with the ability to build trust and manage relationships effectively.
• Experience handling complaints and resolving issues in a professional and proactive manner.
• Strong organisational skills, with the ability to manage multiple tasks and maintain accurate records.
• Ability to work collaboratively with contractors, site teams and internal stakeholders.
• Experience supporting residents in a customer-facing environment, ideally within housing or construction.
• Full UK driving licence and access to a vehicle is essential.
• Ability to be site-based 3-4 days per week.