Resident Liaison Officer - Kent, Maidstone

GoodPeople; Maidstone; On-site; CAD 57,000 - 72,000; Full time

Benefits offered by this job

Car allowance

Fuel allowance

Company pension

Job summary

GoodPeople is seeking a friendly, organised Resident Liaison Officer to join our team across Kent and Maidstone. You will be the main contact between residents and site management, ensuring residents are informed and supported during planned works.

The ideal candidate will have excellent communication and customer service skills, a positive attitude, and the ability to build relationships with residents, including those needing additional support. A full driving licence is required.

Qualifications

• Excellent verbal and written communication skills.
• Experience in a resident-facing environment.
• Experience in housing, construction, refurbishment or property maintenance.
• Ability to handle sensitive information confidentially.
• Full driving licence.
• Strong customer service orientation and interpersonal skills.
• Ability to build relationships with vulnerable residents.

Responsibilities

• Act as the main point of contact between residents, contractors and the site management team.
• Build and maintain positive relationships with residents, ensuring their concerns are heard and addressed.
• Arrange access to properties for surveys, inspections and planned works.
• Keep residents informed about project schedules, upcoming works and any potential disruptions.
• Conduct resident visits before works begin, explaining the process and identifying individual needs.
• Identify vulnerable residents and ensure appropriate support is provided.
• Manage resident enquiries, concerns and complaints professionally, escalating issues when necessary.
• Prepare and distribute letters, notices and other communication materials.
• Maintain accurate records of resident interactions, appointments and feedback.
• Conduct property condition surveys, including photographic records where required.
• Coordinate resident meetings and support local community engagement initiatives.
• Carry out resident satisfaction surveys and assist with aftercare arrangements.
• Support the preparation of monthly reports and ensure compliance with GDPR and company procedures.
• Follow all relevant health and safety procedures while on site and visiting residents.

Job description

Salary: £30,000-£38,000 per annum (depending on experience)

Working Hours: Monday to Friday, 8:00am-5:00pm

Start Date: Immediate

Benefits: Car allowance, fuel allowance and company pension

About the Role

We are looking for a friendly, organised and proactive

Resident Liaison Officer (RLO) to join our team across Kent and Maidstone.

You will act as the main point of contact between residents and the site management team, ensuring residents are kept informed, supported and updated throughout planned works to their homes and buildings.

The ideal candidate will have excellent communication and customer service skills, a positive attitude and the ability to build strong relationships with residents, including those who may require additional support.

Key Responsibilities

• Act as the main point of contact between residents, contractors and the site management team.
• Build and maintain positive relationships with residents, ensuring their concerns are heard and addressed.
• Arrange access to properties for surveys, inspections and planned works.
• Keep residents informed about project schedules, upcoming works and any potential disruptions.
• Conduct resident visits before works begin, explaining the process and identifying individual needs.
• Identify vulnerable residents and work with site management to ensure appropriate support is provided.
• Manage resident enquiries, concerns and complaints professionally, escalating issues when necessary.
• Prepare and distribute letters, notices and other communication materials.
• Maintain accurate records of resident interactions, appointments and feedback.
• Conduct property condition surveys, including photographic records where required.
• Coordinate resident meetings and support local community engagement initiatives.
• Carry out resident satisfaction surveys and assist with aftercare arrangements.
• Support the preparation of monthly reports and ensure compliance with GDPR and company procedures.
• Follow all relevant health and safety procedures while working on site and visiting residents.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and the ability to build positive relationships with people from different backgrounds.
• A full driving licence.
• Good working knowledge of Microsoft Office, including Word, Excel and Outlook.
• Strong organisational skills and the ability to manage multiple tasks and appointments.
• A professional, approachable and empathetic attitude.
• Ability to handle sensitive information confidentialy.
• Customer service experience, particularly in a resident-facing environment.
• Experience working within housing, construction, refurbishment or property maintenance.
• An understanding of health and safety procedures.
• Experience supporting vulnerable residents or handling customer complaints.

What We Offer

• Competitive salary of £30,000-£38,000 depending on experience.
• Fuel allowance.
• Company pension.
• Opportunity to work on projects that improve residents' homes and communities.
• Supportive working environment with opportunities to develop your skills.