Resident Liaison Officer

Construction; Manchester; Hybrid; GBP 34,000 - 37,000; Full time

Benefits offered by this job

Pension plan

Annual leave

Health plan

Life assurance

Volunteer days

Job summary

L&Q is seeking a personable, site-based Resident Liaison Officer to support residents through remedial works, redevelopment and regeneration projects at Delamere and Winsford sites. You will act as the first point of contact, explain complex information clearly, and help residents engage with the programme.

Working with our Communities Manager and contractors, you will build trust, coordinate appointments, manage communications and assist with temporary rehousing if needed, including

Qualifications

• Previous experience in resident liaison, housing, regeneration, construction, customer service or community engagement.
• Excellent communication skills, with the ability to explain complex information clearly and in plain English.
• A customer-focused and empathetic approach, particularly when supporting residents through challenging situations.
• Strong stakeholder management and relationship-building skills.
• Experience handling complaints and difficult conversations confidently and professionally.
• Excellent organisational skills with the ability to manage multiple priorities in a fast-paced environment.
• Strong written communication skills, including the ability to produce professional letters, emails and resident communications.
• Good IT skills across Microsoft Office and other business systems.
• A willingness to travel between sites and attend occasional evening or weekend meetings when required.

Responsibilities

• Act as the first point of contact for residents on regeneration and community projects.
• Build positive relationships with residents, contractors and external stakeholders.
• Support residents throughout project works, including coordinating appointments and responding to enquiries.
• Identify and support vulnerable residents, adapting communication methods where required.
• Assist with temporary rehousing activities and practical arrangements.
• Attend resident meetings and site-based meetings to address concerns.
• Contribute to community engagement initiatives.
• Maintain accurate records and escalate risks and issues.

Skills

Communication

Stakeholder management

Customer service

Organisation

Written communication

IT skills

Travel between sites

Tools

MS Office

CRM systems

Job description

Title: Resident Liaison Officer

Contract Type: 12-month FTC, 35 hours

Salary: 33,688 - 37,093 (Regional salary), dependant on experience

Reporting Office: Manchester, Trafford

Working Location: Delamere site office, with occasional travel to the Winsford site office

Persona: Site Based

Closing Date: 01/09/2026

Interview Date: TBC

NB: For the purpose of this advertisement, this position is being advertised as Resident Liaison Officer. The official L&Q job title for this role is Communities Coordinator.

Benefits include: Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and many more

With effect from February 2026, L&Q reserve the right to not shortlist applications from candidates with 3 or more unsuccessful applications within the last 24 months.

Join our Communities Team at L&Q:

• We are looking for an engaging, personable and resilient Resident Liaison Officer to join our busy site-based team supporting residents throughout remedial works, redevelopment and regeneration projects.
• The role will work closely with our Communities Manager, project teams, contractors and stakeholders to ensure residents are well informed, supported and engaged throughout the lifecycle of projects.
• The role sits within our Property and Investment division and plays a key role in delivering a customer-first approach, ensuring strong communication and positive resident experiences.

Your impact in the role:

• Act as the first point of contact for residents on regeneration, redevelopment, remediation and community projects, providing clear, accurate and timely information.
• Build positive relationships with residents, contractors, project teams and external stakeholders to ensure effective communication and successful project delivery.
• Support residents throughout project works, including coordinating appointments, responding to enquiries, managing resident communications and handling complaints professionally and empathetically.
• Identify and support vulnerable residents, adapting communication methods where required and helping ensure individual needs are considered throughout project delivery.
• Assist with temporary rehousing activities where required, including communicating options, coordinating practical arrangements and supporting residents through the process.
• Attend resident meetings, consultation events and site-based meetings, helping to build trust, manage expectations and address concerns.
• Contribute to community engagement initiatives and projects that promote community cohesion, employment opportunities, training initiatives and resident participation.
• Maintain accurate records, project updates and management information, ensuring risks, issues and resident concerns are identified and escalated appropriately.
• Occasional work outside of normal working hours may be required for events, evening meetings and project activities.

What you’ll bring:

• Previous experience in resident liaison, housing, regeneration, construction, customer service or community engagement.
• Excellent communication skills, with the ability to explain complex information clearly and in plain English.
• A customer-focused and empathetic approach, particularly when supporting residents through challenging situations.
• Strong stakeholder management and relationship-building skills.
• Experience handling complaints and difficult conversations confidently and professionally.
• Excellent organisational skills with the ability to manage multiple priorities in a fast-paced environment.
• Strong written communication skills, including the ability to produce professional letters, emails and resident communications.
• Good IT skills across Microsoft Office and other business systems.
• A willingness to travel between sites and attend occasional evening or weekend meetings when required.

L&Q reserve the right to not accept statements that exceed 500 words.

If you require any reasonable adjustments at any stage during this process, including application stage, please email (url removed)

About L&Q:

We're one of the UK's leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people's health, happiness and security. Everyone deserves a quality home that gives them the chance to live a better life.

250,000 people call our properties 'home', and we're proud to serve diverse communities across London, the South East and North West of England.

At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate values and behavioural framework, which outlines our core expectations and should be demonstrated at all times, and all levels, when representing L&Q.

L&Q strongly believe a diverse and inclusive workforce is important, and inclusion is part of our core values and everyday working practices. We make hiring decisions based on your experiences, skills and merits and we are recognised externally for our commitment to inclusion.

At L&Q, sustainability is at the heart of what we do. We recognise the responsibility we hold as one of the UK's largest housing associations.