Resident Liaison Officer

United Infrastructure Ltd; Stevenage; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

23 days holiday per year

Referral scheme up to £2,000

Benefits portal discounts

Office snacks and team socials

Mental Health First Aiders on site

Job summary

PiLON is seeking an enthusiastic Resident Liaison Officer to be the primary link between the project team and residents during refurbishment works. You will coordinate access, organise property visits and minimise disruption while maintaining clear, compassionate communication.

Based in Stevenage and surrounding areas, you will drive bookings, conduct surveys, support residents, and collaborate with site teams to keep works on schedule.

Qualifications

• Valid driving licence and access to own vehicle.
• Customer-focused mindset and excellent communication skills.
• Comfortable using Microsoft Office and IT systems.
• Strong problem-solving and complaint-handling skills.
• Reliable, punctual and well-organised; able to prioritise and multitask.

Responsibilities

• Be the primary point of contact between residents and the project team.
• Organise property visits and coordinate access arrangements.
• Visit residents' homes to survey refurbishment needs and plan works.
• Minimise disruptions and maintain resident satisfaction and loyalty.
• Collaborate with site team to ensure works proceed to plan and within timelines.
• Handle complaints patiently and professionally; keep project trackers updated.

Skills

Driving licence

Customer-focused

Microsoft Office

IT systems

Verbal & written communication

Problem-solving

Reliable & organized

Tools

Microsoft Office

Job description

At 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: Stevenage and Watford and surrounding areas

Please 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 works

Do 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 deadlines

Desirable qualifications but not essential:

• Health & Safety Awareness
• First Aid qualification

Why work with us?

• 23 days of holiday per year, excluding Bank Holidays (+ get more days with length of service)
• Up to £2,000 reward for successful recommendationsas part of our referral scheme
• Significant savings on daily shopping through our benefits portal
• A welcoming office, snacks, beverages, friendly colleagues and team socials throughout the year
• A supportive culture and a great team with exceptional talent and experience
• Trained Mental Health First Aiders support
• Annual training budget so you can focus on your personal and professional development and much more…