Resident Liaison Officer

Bell Building Projects Limited; Leeds; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Competitive salary

Generous pension scheme

Income protection

Death in service

Annual salary reviews

Discretionary performance-based bonus

32 days holiday with flexible bank hol

Professional development

Mileage reimbursed

Job summary

Bell Building Projects Limited in Leeds is hiring a Resident Liaison Officer to be the main contact for residents during construction. You will manage communications, assist with access and coordinate with the project team to minimise disruption while delivering high standards of service.

The role requires excellent communication, empathy and the ability to build relationships with residents from diverse backgrounds.

Qualifications

• Previous experience as a Resident Liaison Officer or similar customer-facing role in construction, housing or property services.
• Experience on refurbishment, cladding or fire remediation projects advantageous.
• Excellent communication and interpersonal skills; ability to build trust and relationships with residents.
• Friendly, approachable and empathetic with residents, especially about ongoing works.
• Strong organisational and time-management skills.
• Confident handling complaints and difficult conversations.
• Good written communication; ability to prepare clear resident correspondence.
• Strong attention to detail and ability to maintain accurate records.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Ability to work independently with the wider project team.
• Proactive, flexible and solutions-focused approach.
• Understanding of safeguarding, confidentiality and data protection requirements.
• Full UK driving licence preferred.

Responsibilities

• Acting as the main point of contact for residents throughout construction works.
• Building and maintaining positive relationships with residents, ensuring they feel informed and supported.
• Communicating planned works, project updates, access requirements and potential disruptions clearly.
• Carrying out resident visits, consultations and meetings to explain upcoming works and address questions.
• Preparing and distributing resident letters, newsletters, notices and other communications.
• Managing resident enquiries, complaints and concerns, ensuring they are recorded, investigated and resolved.
• Working closely with the Project Manager and site team to coordinate works and minimise disruption.
• Identifying residents who may require additional support or reasonable adjustments.
• Maintaining accurate resident records, communication logs and project documentation.
• Supporting the coordination of resident access arrangements and appointments.
• Attending resident meetings, client meetings and progress meetings as necessary.
• Liaising with housing associations, managing agents, local authorities and other stakeholders.
• Supporting community engagement and social value initiatives.
• Ensuring all communications and activities comply with policies and data protection.
• Promoting a positive image of BBP and maintaining high standards of customer service.

Skills

Customer facing

Communication

Organisation

Relationship building

Problem solving

Tools

Microsoft Office

Outlook

Excel

Word

Job description

About Us

Bell Building Projects (BBP) is a growing construction company delivering refurbishment, facade replacement, fire remediation and new-build projects across the UK.

We’re proud of the reputation we’ve built, but even more proud of the people behind it. Our continued growth has created a strong pipeline of work, giving our teams long-term job security, opportunities to develop their careers and the chance to work on a wide variety of projects.

We believe in investing in our people, recognising good performance and creating an environment where everyone is trusted, supported and encouraged to progress. Whether you’re joining us on site or in one of our offices, you’ll be part of a team that values quality, collaboration and doing things the right way.

The Role

We are seeking a friendly, organised and proactive Resident Liaison Officer (RLO) to join our team in Leeds on a full-time, permanent basis.

As the main point of contact between residents and our site team, you will play an important role in ensuring residents are kept informed, supported and reassured throughout the delivery of construction works.

Working closely with the Project Manager and site team, you will be responsible for managing resident communications, addressing concerns and helping to minimise disruption while works are taking place.

This is a people-focused, site-based role that requires excellent communication skills, empathy and the ability to build positive relationships with residents from a wide range of backgrounds.

Key Responsibilities

• Acting as the main point of contact for residents throughout the duration of construction works.
• Building and maintaining positive relationships with residents, ensuring they feel informed, supported and listened to.
• Communicating planned works, project updates, access requirements and potential disruptions clearly and effectively.
• Carrying out resident visits, consultations and meetings to explain upcoming works and address any questions or concerns.
• Preparing and distributing resident letters, newsletters, notices and other project communications.
• Managing resident enquiries, complaints and concerns, ensuring they are recorded, investigated and resolved promptly.
• Working closely with the Project Manager and site team to coordinate works and minimise disruption to residents.
• Identifying residents who may require additional support or reasonable adjustments and ensuring appropriate arrangements are made.
• Maintaining accurate resident records, communication logs and project documentation.
• Supporting the coordination of resident access arrangements and appointments where required.
• Attending resident meetings, client meetings and project progress meetings as necessary.
• Liaising with housing associations, managing agents, local authorities and other stakeholders where required.
• Supporting community engagement and social value initiatives, including local events and activities.
• Ensuring all resident communications and activities are carried out in accordance with company policies, confidentiality requirements and data protection legislation.
• Promoting a positive image of BBP and maintaining high standards of customer service throughout the project.

Who We’re Looking For

• Previous experience as a Resident Liaison Officer, Tenant Liaison Officer or in a similar customer-facing role, ideally within construction, housing or property services.
• Experience working on refurbishment, cladding or fire remediation projects would be advantageous.
• Excellent communication and interpersonal skills, with the ability to build trust and positive relationships with residents.
• A friendly, approachable and empathetic manner, particularly when dealing with residents who may be concerned about ongoing works.
• Strong organisational and time-management skills, with the ability to manage multiple enquiries and priorities.
• Confidence in handling complaints and difficult conversations calmly and professionally.
• Good written communication skills, with the ability to prepare clear and informative resident correspondence.
• Strong attention to detail and the ability to maintain accurate records.
• Proficiency in Microsoft Office, including Word, Excel and Outlook.
• Ability to work independently while maintaining close communication with the wider project team.
• A proactive, flexible and solutions-focused approach.
• Understanding of safeguarding, confidentiality and data protection requirements would be beneficial.
• Full UK driving licence preferred.

Why Join BBP?

Join a company with 40 years of industry excellence and a strong future pipeline. We offer a competitive salary, a generous pension scheme, income protection, and death in service benefits. Enjoy annual salary reviews, discretionary performance-based bonuses, and 32 days of holiday with a flexible bank holiday scheme. We actively support professional development and training, and business mileage is reimbursed. Our offices are fully accessible, ensuring an inclusive workplace for all.

Diversity & Inclusion

Bell Building Projects is committed to promoting a diverse and inclusive workforce. We believe in providing equal opportunities for all individuals, regardless of age, disability, gender, race, religion, sexual orientation, gender identity, marital status, pregnancy, or any other characteristic protected by law.

We are dedicated to ensuring that our recruitment, hiring, training, and promotion practices are free from bias, offering fair access to all qualified candidates. Selection decisions are made based on skills, qualifications, and experience, and we encourage applicants from all backgrounds to apply. Bell Building Projects values diversity and is proud to be an equal opportunity employer.