Resident Liaison Officer / Customer Liaison Officer

Connolly Limited; Oldham; On-site; GBP 24,000 - 30,000; Full time

Job summary

Connolly Ltd. is seeking experienced Resident Liaison Officers to support refurbishment and retrofit projects across Greater Manchester and West Yorkshire.

You will be the main contact for residents, helping to minimise disruption while ensuring clear, proactive communication between residents, housing providers and site teams. Ideal candidates will have prior RLO or tenant liaison experience in social housing, excellent interpersonal skills, and a full UK driving licence.

Qualifications

• Previous experience in a Resident Liaison Officer or tenant liaison role in social housing is desirable.
• Excellent communication and interpersonal skills are essential.
• Strong organisational and administrative abilities are important.
• Full UK Driving Licence is required.

Responsibilities

• Be the first point of contact for residents throughout the project duration.
• Build positive relationships with residents and ensure high satisfaction levels.
• Provide clear, regular communication about planned works and progress.
• Liaise with housing associations, local authorities and client representatives.
• Organise and attend resident meetings and consultation events.
• Handle customer enquiries, concerns and complaints professionally.
• Monitor satisfaction and identify opportunities for service improvements.
• Support site teams to deliver a positive resident experience.
• Maintain accurate records and project communication logs.

Skills

Communication skills

Interpersonal skills

Organisation

Problem solving

Customer service mindset

Driving Licence

Tools

Microsoft Word

Microsoft Excel

Job description

Join a growing team making a real difference to residents and communities

Oldham and Greater Manchester

Due to continued growth and a strong pipeline of secured work, Connolly Ltd is looking for experienced Resident Liaison Officers (RLOs) to join our Social Housing team across Greater Manchester and West Yorkshire.

This is a fantastic opportunity to play a key role in delivering refurbishment and retrofit programmes that improve homes and residents' quality of life. You'll act as the vital link between residents, clients and site teams, ensuring projects run smoothly and customers remain informed and supported throughout the works.

Our current projects include external refurbishment works, retrofit and SHDF programmes, and window and door replacement schemes.

The Role

As a Resident Liaison Officer, you'll be the first point of contact for residents throughout the duration of the project, helping to build positive relationships and ensuring a high level of customer satisfaction.

You'll work closely with site teams, housing providers and residents to minimise disruption, resolve concerns and maintain clear communication at every stage of the project.

Key Responsibilities

• Building positive relationships with residents throughout project delivery
• Providing clear and regular communication regarding planned works
• Liaising with housing associations, local authorities and client representatives
• Organising and attending resident meetings and consultation events
• Managing customer enquiries, concerns and complaints effectively
• Monitoring customer satisfaction and identifying opportunities for improvement
• Supporting site teams to deliver an excellent resident experience
• Maintaining accurate records and project communication logs

What We're Looking For

• Previous experience as a Resident Liaison Officer, Tenant Liaison Officer or in a customer-facing role within Social Housing
• Experience supporting residents during refurbishment or planned works projects is desirable
• Excellent communication and interpersonal skills
• Confident in managing difficult conversations and resolving issues professionally
• Strong organisational and administrative abilities
• Good IT skills, including Microsoft Word and Excel
• Ability to work independently and as part of a wider project team
• Full UK Driving Licence

Why Join Connolly?

• Established family-run business with a strong reputation
• Secure, long-term Social Housing contracts
• Supportive and experienced management team
• Opportunities for training and career development
• Competitive salary and benefits package
• Generous holiday entitlement and pension scheme
• The opportunity to make a genuine difference to residents and communities

About Connolly

Connolly is an established Social Housing refurbishment contractor working in partnership with local authorities and housing associations across the North West, West Yorkshire and North Wales.

With a growing portfolio of planned investment, retrofit and regeneration projects, we're proud to deliver high-quality improvements that enhance homes and create lasting benefits for residents.

Ready to Join Team Connolly?

If you're passionate about customer service, enjoy building strong relationships and want to be part of a growing business with a strong pipeline of work, we'd love to hear from you.