Resident Liaison Officer (RLO)

Velocity Recruitment Ltd; Greater London; On-site; GBP 31,000 - 37,000; Full time

Benefits offered by this job

Car allowance

Fuel card

Long-term role

East London patch

Salary up to 34k

Job summary

Velocity Recruitment Ltd is seeking an experienced Resident Liaison Officer for an East London planned maintenance project delivering kitchen and bathroom refurbishments. You will act as the main contact for residents, manage visits and pre-start meetings, and coordinate access while maintaining open, proactive communication throughout the programme.

The role requires excellent communication, customer service skills, and the ability to handle challenging situations across multiple properties.

Qualifications

• Experience as an RLO or similar role.
• Experience in planned maintenance, social housing or refurbishment.
• Strong communication and customer service abilities.
• Confident handling residents and challenging situations.
• Fully licensed to drive a car (UK).

Responsibilities

• Be the main point of contact for residents during works.
• Conduct resident visits, consultations and pre-start meetings.
• Arrange access and coordinate appointments.
• Keep residents informed of works, programmes and timescales.
• Manage resident queries, concerns and complaints professionally.
• Liaise with site teams, management and the client.
• Maintain accurate records of resident communications.
• Identify and support vulnerable residents.
• Help ensure works are delivered with minimal disruption and high customer satisfaction.

Skills

Communication skills

Customer service

Organisational skills

Driving licence

Job description

Resident Liaison Officer (RLO)

East London | Planned Maintenance – Kitchens & Bathrooms

Up to £34,000 + £4,800 Car Allowance + Fuel Card

We are recruiting for an experienced Resident Liaison Officer to join a well‑known and highly respected planned maintenance contractor, working on the L&Q contract delivering kitchen and bathroom refurbishments across East London.

This is a scattered properties role, ideal for someone who enjoys working with residents and building positive relationships throughout the refurbishment process.

Key Responsibilities

• Act as the main point of contact for residents throughout the works
• Carry out resident visits, consultations and pre‑start meetings
• Arrange access and coordinate appointments
• Keep residents informed of works, programmes and timescales
• Manage resident queries, concerns and complaints professionally
• Liaise with site teams, management and the client
• Maintain accurate records of resident communications
• Identify and support vulnerable residents
• Help ensure works are delivered with minimal disruption and high customer satisfaction

About You

• Previous RLO experience, ideally within planned maintenance, social housing or refurbishment
• Experience working on kitchen and bathroom programmes is desirable
• Excellent communication and customer service skills
• Confident dealing with residents and challenging situations
• Highly organised and able to manage multiple properties
• Full UK driving licence

Package

• Up to £34,000 salary
• £4,800 car allowance
• Fuel card
• Long‑term opportunity with an established planned maintenance contractor
• East London patch