Resident Liaison Officer

Description

We are working with a well–regarded London borough to appoint a Resident Liaison Officer to support the delivery of a multi–million–pound estate–wide refurbishment. This frontline role plays a vital part in helping residents through significant works to their homes, ensuring a seamless, empathetic, and responsive service throughout the process.

This opportunity would suit someone with experience in major works programmes, resident engagement, or housing management. You'll need to be organised, people–focused, and confident working across a range of channels and situations–from supporting vulnerable households to coordinating decants and managing high volumes of communication.

The Role

Provide a responsive, empathetic liaison service to tenants and leaseholders affected by refurbishment or major works

Act as the first point of contact for queries by phone, email, WhatsApp, or face–to–face – including on–site drop–ins and resident events

Coordinate communications with residents including newsletters, FAQs, updates, and key messages across digital and printed platforms

Liaise with contractors and consultants to ensure timely, resident–friendly updates and service delivery

Support temporary and permanent rehousing processes as required

Record and respond to resident complaints, concerns, or service requests in line with agreed processes

Manage shared mailboxes and CRM case management, ensuring high–quality and timely updates

Maintain accurate records of communication, visits, surveys, and resident preferences

Support with evening or weekend meetings and events to engage residents across the estate

Identify and support vulnerable residents throughout the refurbishment programme

Ensure robust systems are in place for tracking issues, defects, and insurance claims

Assist with post–project satisfaction surveys and feedback analysis

Contribute to wider service improvement initiatives and cross–team working

Key Requirements

Experience working in a resident–facing role within housing, major works, or refurbishment

Strong customer service skills and emotional intelligence when dealing with sensitive situations

Ability to manage high volumes of communication across multiple platforms

Good understanding of housing management processes, particularly in relation to decants and major works

Excellent written and verbal communication skills

Ability to work collaboratively with residents, contractors, and internal teams

Comfortable working some evenings or weekends when resident events are scheduled

Strong organisational and administrative skills, including case management and record keeping

A proactive approach to supporting vulnerable households

Experience using CRM systems or similar case tracking platforms (desirable)

How to Apply

If you are interested in this role and meet the criteria above, please send us your application today. For any questions about the vacancy, click APPLY NOW.

If you do not hear from us within 48 hours of applying, your application has been unsuccessful.

Footnote

If this role matches your skills but not the location, rate, or seniority, feel free to send us your CV anyway. We recruit for similar roles across all levels, UK–wide, and would be pleased to speak with you confidentially about your next move.

Even if you're happy in your current role, we welcome calls from housing professionals looking to build their network. Our specialist team at Carrington West has over 100 years of combined experience in this market. For more information, call Zubair at Carrington West on (phone number removed).

By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third–party clients for roles relevant to your application. You may withdraw consent at any time by contacting us.

Ad ID: 5416897294