Resident Liaison Officer Equans Job listing

Retrofit Professionals; Greater London; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

25 days annual leave

Life cover equivalent to 2× annual salary

Employee shopping discounts

Cycle-to-work scheme

Training and professional development opportunities

Job summary

A refurbishment and retrofit company is seeking a Resident Liaison Officer to join their team in Maida Vale, West London. This role involves being the main contact for residents during refurbishment projects, ensuring they receive clear communication and support throughout the process. Ideal candidates will have experience in similar roles, excellent communication skills, strong organisational abilities, and a commitment to providing exceptional customer service. Join a supportive team focused on community well-being and customer satisfaction.

Qualifications

• Experience in a resident-facing role such as Resident Liaison Officer or Housing Officer.
• Excellent communication skills for engaging with residents.
• Strong organisational skills for managing workload.

Responsibilities

• Serve as the first point of contact for residents during improvement works.
• Provide clear communication before, during, and after works.
• Coordinate with contractors and site teams regarding access.

Skills

Communication and interpersonal skills

Organisational skills

Complaint resolution

Job description

Equans is recruiting for aResident Liaison Officer (RLO) to join our team inMaida Vale, West London, supporting the delivery of refurbishment and retrofit works on social housing schemes across the area. If you’re passionate about delivering excellent customer service, experienced in resident- or tenant-facing roles, and committed to making a positive impact in local communities—this could be the ideal role for you.

As an RLO, you will act as the principal point of contact for residents living in homes undergoing improvement works. You’ll ensure they feel informed, respected, and fully supported before, during, and after the programme—helping achieve smooth delivery on site and high levels of customer satisfaction.

What will you deliver?

• Serve as the first point of contact for residents affected by planned works
• Provide clear, timely and accurate communication before, during, and after works
• Liaise with site teams, contractors and external partners to coordinate access and scheduling
• Prepare and distribute resident letters, information packs, surveys and engagement materials
• Log, track and help resolve resident queries, complaints and concerns
• Maintain detailed records of contact, visits, access issues, safeguarding notes and resolutions
• Work closely with site management to minimise disruption and support efficient delivery
• Identify and support vulnerable residents, ensuring safeguarding procedures are followed
• Promote a positive image of Equans on site and in the community

Who are you?

• Experience as a Resident Liaison Officer, Housing Officer, Customer Service Advisor, or similar role (construction, housing or regeneration experience is highly desirable)
• Excellent communication and interpersonal skills, with the confidence to engage sensitively with residents
• Strong organisational skills and the ability to manage your own workload
• Calm, professional approach to resolving challenges and complaints
• Good administrative and record-keeping ability
• Full UK driving licence preferred

What can we offer you?

• 25 days annual leave (+ public holidays)
• Life cover equivalent to 2× annual salary
• Employee shopping discounts across major brands
• Cycle-to-work scheme and holiday purchase options
• Two paid corporate social responsibility days per year
• A wide range of training and professional development opportunities
• A friendly, supportive work culture focused on growth and wellbeing

At Equans, we believe in creating inclusive, diverse workplaces that reflect our communities. We welcome applicants from all backgrounds and are committed to supporting your development and wellbeing throughout your journey with us.