Resident Liaison Officer

Role Overview

We are seeking an experienced Resident Liaison Officer (RLO) to provide a dedicated, full-time resident liaison service on a long-term construction project.

Based on site alongside the project team, the RLO will act as the main point of contact for residents , ensuring clear communication between residents, the site team and relevant stakeholders throughout the works.

Key Responsibilities

• Act as the primary on-site point of contact for residents.
• Manage day-to-day resident enquiries, concerns and complaints, ensuring matters are logged, followed up and escalated where required.
• Prepare and issue resident communications, including works notifications, letters and project updates.
• Coordinate resident meetings, appointments and engagement activities.
• Support residents with decant and relocation requirements , working closely with the project team and relevant stakeholders.
• Identify and provide appropriate support for vulnerable residents or those with additional needs.
• Maintain accurate records of resident communications, issues and agreed actions.
• Liaise with site management and contractors to minimise disruption and ensure residents are kept informed of works affecting their homes.
• Attend relevant project meetings and provide updates on resident matters and emerging issues.

Experience & Skills

• Previous experience as a Resident Liaison Officer, Tenant Liaison Officer or similar , ideally within social housing, refurbishment or occupied residential projects.
• Previous experience working with Hammersmith & Fulham Council would be a distinct advantage.
• Experience dealing directly with residents and managing complaints or sensitive situations.
• Knowledge or experience of resident decants and relocations is desirable.
• Excellent verbal and written communication skills.
• Strong organisational and record-keeping skills.
• Professional, approachable and empathetic, with the ability to build positive relationships with residents and project stakeholders.
• Good IT skills, including Microsoft Office and resident/contact management systems.

Project Commitment

This is a full-time, site-based role working alongside the project team. The current anticipated programme is approximately 126 weeks , requiring a consistent and professional resident liaison presence throughout the relevant works.

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