Resident Liaison Officer

CLC Group Limited; Walsall; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading property maintenance company in Walsall is seeking a compassionate Resident Liaison Officer for a 3-month Fixed Term Contract. The role involves acting as the key contact for residents during maintenance work, ensuring communication is clear and respectful, particularly for vulnerable individuals. Responsibilities include arranging consultations, providing updates, and collaborating with site teams. The ideal candidate should have experience in a similar role, excellent communication skills, and a full UK driving licence.

Benefits

Competitive salary

25 days’ annual leave + bank holidays

Car allowance

Colleague referral fee up to £2,000

Long-service awards

Perkbox access

1 paid volunteer day each year

Ongoing training and support

Qualifications

• Experience in a Tenant/Resident Liaison role or customer-facing position.
• Strong empathy and professionalism when supporting vulnerable individuals.
• Excellent verbal and written communication skills.
• Full UK driving licence is essential.

Responsibilities

• Act as the primary contact for residents during the works programme.
• Arrange and attend resident consultations and home visits.
• Provide updates on progress and handle complaints professionally.
• Collaborate with site managers and client representatives.

Skills

Empathy

Communication skills

Organizational skills

Team collaboration

Job description

CLC is one of the UK’s leading property maintenance and refurbishment groups with a turnover of c.£250m, around 1,000 employees and a national presence serving sectors such as social housing, defence, hotel and leisure, healthcare, education, and more.

The Role

We’re looking for a compassionate and organised Resident Liaison Officer (RLO) to join our Walsall team on a 3-month Fixed Term Contract. As the key link between our delivery teams and residents, you’ll help ensure communication is clear, respectful and inclusive throughout planned maintenance and refurbishment works.

You’ll play a vital role in supporting residents, particularly those who may be vulnerable or require additional assistance, so that works are delivered safely, smoothly and with minimal disruption.

Responsibilities

• Act as the primary point of contact for residents throughout the works programme.
• Arrange and attend resident consultation meetings, home visits, and pre-start appointments.
• Provide clear, timely and empathetic updates on progress, schedules, access requirements and changes.
• Handle concerns, complaints and queries professionally, ensuring resident satisfaction.
• Maintain accurate records of resident interactions, feedback and agreed actions.
• Identify and support vulnerable residents, including those with additional needs or dementia, ensuring reasonable adjustments are made.
• Collaborate closely with site managers, operatives and client representatives to support smooth project delivery.
• Ensure all communication and documentation aligns with health & safety, legal and client requirements.

About You

• Experience in a Tenant/Resident Liaison role or customer-facing position within social housing, property maintenance or construction.
• Strong empathy and the ability to support vulnerable individuals with professionalism and care.
• Awareness of challenges faced by residents with dementia or other cognitive impairments.
• Excellent written and verbal communication skills with a calm, approachable manner.
• Highly organised, proactive and solution-focused.
• Confident working collaboratively with site teams and clients.
• Full UK driving licence (essential).

What We Offer

• Competitive salary
• 25 days’ annual leave + bank holidays
• Car allowance
• Up to £2,000 colleague referral fee
• Long-service awards
• Perkbox - access to free coffees, cinema tickets, discounts and well-being offers
• 1 paid volunteer day each year
• Ongoing training, support and opportunities for progression, we promote from within