Resident Liaison Officer

Quaysquare Consult ltd; Tamworth; On-site; GBP 22,000 - 28,000; Full time

Job summary

Quaysquare Construction Management seeks an experienced Resident Liaison Officer to support improvements across six occupied high-rise blocks in Tamworth. You will be the main day-to-day contact for residents, coordinating access and ensuring concerns are addressed.

The role involves visiting residents, explaining disruption, sending updates, and maintaining confidential records. Strong communication and organisational skills are essential to deliver a respectful, proactive service.

Qualifications

• Previous experience as a Resident Liaison Officer or in a comparable housing/customer care role.
• Experience supporting residents during work to occupied homes.
• Strong communication skills in writing and speaking.
• Friendly, patient and respectful; comfortable handling complaints.
• Good organisation; able to manage appointments and follow up actions.
• Proficient with MS Word, Excel, Outlook and electronic record systems.
• Ability to work independently while keeping the wider team informed.
• Understanding of confidentiality and data protection.
• Experience in occupied high-rise buildings.
• Experience working with housing authorities or local authorities.
• Experience producing resident newsletters, access trackers, and satisfaction reports.
• Awareness of safeguarding procedures and supporting residents with added needs.

Responsibilities

• Build positive relationships with residents, the client’s housing team and site team.
• Carry out introductory visits and resident consultations before work starts, explaining arrangements and timescales.
• Prepare and distribute resident letters, notices, reminders and progress updates.
• Arrange access appointments with residents and coordinate with the Site Manager and subcontractors.
• Keep residents informed of programme changes with clear, timely updates.
• Record unsuccessful access attempts, arrange follow-ups and flag unresolved issues.
• Identify communication and support needs, working with housing teams on arrangements.
• Handle enquiries, concerns and complaints professionally and record actions.
• Maintain records of resident contact, appointments and feedback.
• Attend resident meetings, drop‑in sessions and project meetings as required.
• Assist with property condition records and completion visits, referring technical matters to site team.
• Gather resident feedback and satisfaction surveys to identify improvements.

Skills

Resident liaison

Communication

Organisation

MS Word

Excel

Outlook

Electronic records

Independent working

Customer care

Conflict handling

Record keeping

Tools

Word

Excel

Outlook

Electronic records

Job description

About us

At Quaysquare Construction Management, we take our work seriously, but we're an approachable bunch who believe a good team makes all the difference.

We specialise in complex construction and remediation projects, with safety, quality and integrity at the heart of our work. We take pride in delivering challenging projects properly, supported by experienced leadership and a practical, hands‑on approach.

We value good people who take pride in what they do. You'll find straightforward management, support when you need it and colleagues who care about getting the job done well.

The role

We're looking for an experienced, approachable and proactive Resident Liaison Officer to support our improvement programme across six occupied high‑rise blocks in Tamworth.

Working closely with the Site Manager and project team, you'll be the main day‑to‑day contact for residents, keeping them informed, coordinating access and ensuring their questions and concerns receive attention.

You'll be a familiar face and a reliable point of contact throughout the programme. A friendly conversation matters, but so does getting back to someone when you promised you would.

Key responsibilities

• Build positive relationships with residents, the client's housing team and our site team.
• Carry out introductory visits and resident consultations before work starts, explaining arrangements, timescales and any anticipated disruption.
• Prepare and distribute resident letters, notices, appointment reminders and progress updates.
• Arrange access appointments with residents and coordinate these with the Site Manager and subcontractors.
• Keep residents informed of programme changes, giving clear and timely updates.
• Record unsuccessful access attempts, arrange follow‑up appointments and flag unresolved issues to the project team.
• Identify individual communication and support needs, working with the client's housing team to agree appropriate arrangements.
• Handle enquiries, concerns and complaints with patience and professionalism, recording agreed actions and following them through.
• Maintain accurate records of resident contact, appointments, feedback, complaints and outstanding actions.
• Attend resident meetings, drop‑in sessions and project meetings as required.
• Help coordinate property condition records and completion visits where required, referring technical matters to the appropriate member of the site team.
• Gather resident feedback and satisfaction surveys, helping us identify where we can improve.
• Handle residents' personal information confidentially and follow company data protection procedures.
• Report safety, welfare or safeguarding concerns promptly through the agreed project procedures.

About you

You'll be good with people, organised with the paperwork and someone who does what they say they'll do.

Essential

• Previous experience as a Resident Liaison Officer, Tenant Liaison Officer or in a comparable housing or construction customer care role.
• Experience supporting residents during work to occupied homes.
• Strong communication skills and the ability to explain information clearly, both in person and in writing.
• A friendly, patient and respectful manner, with confidence handling complaints and difficult conversations.
• Good organisational skills, with the ability to manage appointments, prioritise tasks and follow up outstanding actions.
• Confidence using Microsoft Word, Excel, Outlook and electronic record systems.
• The ability to work independently while keeping the wider project team informed.
• An understanding of confidentiality and the importance of protecting residents' personal information.

Desirable

• Experience working in occupied high‑rise residential buildings.
• Experience working with local authorities or housing associations.
• Experience producing resident newsletters, access trackers and customer satisfaction reports.
• Awareness of safeguarding procedures and supporting residents with additional needs.

Why join us?

You'll have a role where the way you deal with people makes a real difference every day.

We offer an approachable management team, clear expectations and the opportunity to contribute to a company that values care, professionalism and a job done properly.

Quaysquare welcomes applications from people of all backgrounds. Please let us know if you require any adjustments during the recruitment process.

Quaysquare Construction Management

Assuring safety, delivering integrity