Resident Liaison Officer (RLO) – Camden
Benefits Package:
- Salary: £35,000 per annum
- Monday to Friday, 8:00am – 5:00pm
- Site-based role in Camden
- 25 days holiday + Bank Holidays
- Pension Scheme
- Company mobile phone and laptop
- Training and development opportunities
- Career progression available
- Supportive and established team environment
About the Company
We are a leading property maintenance and refurbishment contractor delivering planned works and regeneration projects across London and the South East. Working in partnership with local authorities and housing associations, we are committed to delivering high-quality projects while providing excellent customer service to residents.
Due to continued growth, we are seeking an experienced Resident Liaison Officer to join our team on a long-term social housing contract in Camden.
Role Overview
As a Resident Liaison Officer, you will act as the key link between residents, site teams, and the client, ensuring clear communication throughout planned maintenance and refurbishment works. You will be responsible for keeping residents informed, resolving concerns, arranging access, and maintaining a positive customer experience throughout the project lifecycle.
This is a full-time, site-based position in Camden.
Key Responsibilities
- Act as the primary point of contact for residents throughout refurbishment and planned maintenance works.
- Build positive relationships with residents, client representatives, and operational teams.
- Conduct resident consultations, home visits, and satisfaction surveys.
- Communicate project timelines, access requirements, and programme updates.
- Manage resident queries, complaints, and concerns efficiently and professionally.
- Coordinate appointments and access arrangements between residents and site teams.
- Support vulnerable residents and ensure individual requirements are met.
- Maintain accurate records of resident interactions and project progress.
- Assist with reducing no-access issues and improving resident engagement.
- Attend site meetings and provide updates on resident feedback and satisfaction levels.
- Ensure all resident communications are delivered in line with company and client standards.
Essential Experience
- Previous experience as a Resident Liaison Officer, Tenant Liaison Officer, Customer Liaison Officer, or similar.
- Experience working within social housing, planned maintenance, refurbishment, or construction projects.
- Excellent communication and interpersonal skills.
- Strong customer service and conflict resolution abilities.
- Good IT and administrative skills.
- Ability to build trust and rapport with residents from diverse backgrounds.
- Organised and able to manage multiple tasks effectively.
Desirable Experience
- Experience working on planned works contracts for housing associations or local authorities.
- Knowledge of kitchen & bathroom programmes, external refurbishments, roofing, retrofit, or decarbonisation projects.
- Customer service or housing-related qualifications.
Location
Camden, London (Site Based)
Salary
£35,000 per annum
Reference
BB1
Pay: £32,000.00-£35,000.00 per year
Work Location: In person
