Resident Liaison Officer

United Infrastructure Group; Greater London; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

23 days holiday per year

Referral scheme up to £2,000

Training budget and development

Job summary

PiLON, part of United Infrastructure Group, is seeking a proactive Resident Liaison Officer in London to act as the primary link between residents and the project team during refurbishment works. You will drive resident surveys, access arrangements, and communication to ensure smooth progress.

You will manage complaints with a customer-focused approach, keep trackers up to date, and collaborate with the site team to meet timelines and ensure residents feel respected throughout the process.

Qualifications

• Valid driving licence and access to own vehicle are essential.
• Strong customer focus and ability to communicate clearly with residents.
• Excellent verbal and written communication skills and well-organised.

Responsibilities

• Be the primary contact between residents and the project team during refurbishment.
• Organise property visits and surveys; coordinate access arrangements with residents.
• Minimise disruption and maintain resident satisfaction while tracking progress.
• Handle complaints patiently and update project trackers accordingly.

Skills

Driving licence

Customer-focused

Excellent communication

Organisation & time mgmt

Tools

MS Office

Job description

## Resident Liaison OfficerApply: PiLON\\_MTVH\\_South: Full time: Posted 8 Days Ago: JR101285At PiLON, we're more than just a business. We are a trusted name in construction, known for our reliability and dedication to the quality of work. As part of the United Infrastructure group, we specialise in planned maintenance and refurbishments within the social housing sector, and we're excited to welcome you to our rapidly growing team. Apply today for an opportunity to create lasting legacies together! Our customers come from all walks of life, and so do we. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. Taking our commitment to diversity seriously, we are proud members of the Black Professionals in Construction Network, a leading organisation focused on promoting inclusion in the built environment sector. If you are driven and reliable and you aspire to make a meaningful impact, we want to hear from you. In return, you can expect support in achieving both your personal and career aspirations, as you'll work with a team that has a strong sense of motivation and pride in what we deliver.Location: London, Surrey and surrounding areasPlease note: This role is subject to a satisfactory Disclosure and Barring Service (DBS) check.We are seeking an enthusiastic, proactive, and experienced Resident Liaison Officer with excellent communication and customer service skills.You will be the primary point of contact between the project team and residents, leading resident liaison work and ensuring minimal disruption, successful access arrangements, and a smooth refurbishment process for residents.Your responsibilities will include:* Communicate with residents to organise property visits* Regularly visit residents' homes to conduct property surveys and establish what type of refurbishment work needs to be done* Be the bridge that minimises disruptions and ensures projects proceed seamlessly, generating resident satisfaction and loyalty* Collaborate with the site team to ensure that the refurbishment work required gets done based on the agreed timelines* Handle complaints patiently and efficiently* Keep project trackers updated in line with the program of worksDo you have what it takes?* Driving licence and access to your own vehicle (essential)* A customer-focused mindset* Comfortable using Microsoft Office and IT systems* Strong problem-solving and complaint-handling skills* Excellent verbal and written communication* Reliable, punctual, and well-organised* Able to prioritise, multitask, and adapt to changing deadlinesDesirable qualifications but not essential:* Health & Safety Awareness* First Aid qualificationWhy work with us?Here are some of the brilliant benefits you could get as a Resident Liaison Officer:* 23 days of holiday per year, excluding Bank Holidays (+ get more days with length of service)* Up to £2,000 reward for successful recommendations as part of our referral scheme* Significant savings on daily shopping through our benefits portalA supportive culture and a great team with exceptional talent and experienceTrained Mental Health First Aiders support Annual training budget so you can focus on your personal and professional development and much more... About us: With over 20 years of success behind us, PiLON began an exciting new chapter in 2024 as part of the United Infrastructure Group.This growth means more opportunity, broader expertise, and long-term stability for our teams - and a stronger platform for people to build lasting careers.We specialise in planned maintenance and refurbishment within the social housing sector and are known for delivering high-quality work with care, consistency, and respect for the communities we serve.At PiLON, we don’t just hire for skills - we hire for attitude, potential, and values. We actively welcome people from a wide range of backgrounds, knowing that diverse teams perform better and create better outcomes.Our commitment to inclusion is reflected in our membership of the Black Professionals in Construction Network, supporting positive change across the built environment.If you’re reliable, motivated, and looking for a role where your work genuinely matters, PiLON offers a supportive environment, opportunities to develop, and the chance to be proud of what you do every day.