Senior Resident Liaison Officer

United Infrastructure Ltd; Dartford; On-site; GBP 40,000 - 56,000; Full time

Job summary

United Infrastructure is seeking an experienced Senior Resident Liaison Officer to lead a team of up to 12 RLOs. You will conduct regular site visits to occupied properties, drive excellent customer service, and ensure adherence to company procedures.

You will manage complaints, supply KPI-driven reporting, and nurture strong relationships with clients and the internal complaints team. Occasional resident events will be organised to facilitate clear communication.

Qualifications

• Senior RLO with a proven track record delivering planned works to occupied properties.
• Experience with leaseholders and kitchen/bathroom works.
• Strong written and verbal communication.
• Demonstrated leadership or mentoring experience.

Responsibilities

• Lead a team of up to 12 RLOs in daily duties and site visits to monitor compliance and drive customer service excellence.
• Lead on complaints to achieve resolutions within agreed timeframes and provide client reports.
• Monitor KPIs and maintain strong client relationships with internal liaison and complaints teams.
• Organise resident open days / contractor days as needed.

Skills

Leadership

Communication

Mentoring

Customer service

Problem solving

Job description

United Infrastructure is a dynamic and rapidly expanding business, focused on delivering critical infrastructure projects, across the utility and social infrastructure sectors.

Our team of highly skilled and hardworking specialists deliver innovative solutions to the complex challenges our clients face.

Our company is split into two business areas:

Utility Infrastructure

Our team of Utility Infrastructure specialists design, build and maintain critical water, energy (gas), power and telecoms infrastructure, for the UK’s largest network owners and operators.

Social Infrastructure

Our team of Social Infrastructure specialists revitalise homes and communities by carrying out a wide range of work, from retrofit to refurbishment, and maintenance.

Equal Opportunities Statement - At United Infrastructure, we are committed to making every interaction a positive and inclusive experience. If there is anything we can do to support you, remove barriers, or make the process more accessible, please let us know — we want this to be the best possible experience for you.

Seeking experienced senior RLO, our RLO looking for progression with proven track record for delivering planned works to occupied properties. Experience with leaseholders and previous kitchen and bathroom experience. Demonstrate experience in leadership or mentoring, good written and verbal communication.

Successful candidate will be leading a team of up to 12 RLOs in their daily duties, carrying out regular site visits to monitor and provide guidance to ensure all company procedures are implemented and drive excellence with customer service. Lead on complaints to seek resolution within our agreed timeframe, monitor KPIs, provide client reports, build strong client relationships with their internal liaison and complaints team. Organise resident open days / meet the contractor days were needed

Join us at United Infrastructure and be part of our mission to deliver innovative and sustainable solutions to the complex infrastructure needs of the UK.