Resident Liaison Officer

CSS; Shepherdswell; On-site; GBP 28,000 - 34,000; Full time

Job summary

CSS Recruitment is seeking a Resident Liaison Officer to operate across Kent. You will act as the primary contact for residents, contractors, and the housing organisation, ensuring clear communication and supporting residents during planned works or regeneration projects.

You will coordinate with contractors, manage access, and maintain records while promoting positive engagement and minimizing disruption for communities.

Qualifications

• Experience in resident liaison, housing or community engagement.
• Strong communication and conflict management skills.
• Full driving licence.
• Proficient with MS Office and databases.

Responsibilities

• Act as first point of contact for residents on planned works and housing issues.
• Provide timely updates on scope, timelines, and impact.
• Organise meetings, drop-ins, and home visits.
• Support vulnerable residents during disruptions.
• Handle queries and complaints, escalating when necessary.
• Coordinate with contractors and project teams to minimise inconvenience.
• Maintain contact details and communication logs.
• Schedule appointments and manage access for works.
• Monitor on-site activity to ensure standards and respect for residents' homes.
• Prepare reports on engagement, complaints, and satisfaction.

Skills

Communication skills

Interpersonal skills

Customer service

Housing

Community engagement

Conflict management

Organisational skills

Time management

Microsoft Office

Database systems

Driving licence

Job description

CSS Recruitment are looking for a Resident Liasion Officer to in Kent.

This role requires travel across the Kent area.

As the primary liaison between residents, contractors, and the housing organisation, you ll ensure clear communication, support residents during planned works or regeneration projects, and maintain positive relationships while minimising disruption.

Key Responsibilities

Resident Communication & Support

• Act as the first point of contact for residents on planned works and housing issues.
• Provide timely, clear updates on scope, timelines, and impact.
• Organise and attend meetings, drop-ins, and home visits.
• Support vulnerable residents during disruptions.
• Handle queries and complaints, escalating when necessary.

Project Coordination

• Coordinate with contractors and project teams to reduce inconvenience.
• Maintain accurate contact details and communication logs.
• Schedule appointments and manage access for works.
• Monitor on-site activity to ensure standards and respect for residents homes.

Community Engagement

• Promote resident involvement in decisions and improvement projects.
• Support consultations and surveys.
• Foster positive relationships between residents, contractors, and the landlord.

Administration & Reporting

• Keep detailed records of communications and actions.
• Prepare reports on engagement, complaints, and satisfaction.
• Track progress and feed insights into project reviews.

Essential Skills & Experience

• Strong communication and interpersonal skills.
• Background in customer service, housing, or community engagement.
• Ability to manage conflict diplomatically.
• Excellent organisational and time management skills.
• Proficient in Microsoft Office and database systems.
• Full driving licence.

Previous experience required.