1. Role Purpose
The Resident Liaison Officer will be responsible for maintaining effective communication between residents, clients, site teams and contractors during planned works, repairs, maintenance, refurbishment or compliance projects.
The role is focused on ensuring residents are properly informed, appointments and access are coordinated, concerns are resolved promptly, and disruption is kept to a minimum. The RLO will represent the company professionally and help maintain positive relationships with residents, local authority clients, housing associations and stakeholders.
2. Main Duties and Responsibilities
Resident Communication
Act as the first point of contact for residents affected by works.
Introduce the project to residents and explain the nature, duration and impact of the works.
Provide clear and timely information through letters, notices, phone calls, emails, text messages and face-to-face visits.
Ensure residents understand access requirements, appointment times and any preparation needed before works begin.
Keep residents updated on changes to programmes, delays or access arrangements.
Communicate sensitively with elderly, vulnerable or anxious residents.
Access and Appointment Management
Arrange and confirm appointments for surveys, inspections, repairs, installations and follow-up visits.
Monitor access availability and report issues to the site team.
Maintain accurate access records and resident contact logs.
Support the site team in reducing missed appointments and no-access cases.
Liaise with housing officers, caretakers, concierge teams or local authority contacts where access support is required.
Complaint and Query Handling
Receive, record and respond to resident queries and complaints.
Resolve minor issues directly where possible.
Escalate formal complaints, safeguarding concerns, health and safety matters or serious resident issues to the appropriate manager.
Follow company and client complaint procedures.
Maintain clear records of all complaints, actions and outcomes.
Site and Project Support
Attend site meetings, resident meetings, client meetings and project briefings as required.
Work closely with the Site Manager, Contracts Manager, supervisors and operatives.
Support the planning and delivery of resident engagement events, drop-in sessions and newsletters.
Assist with handover information, satisfaction surveys and completion paperwork.
Report recurring resident concerns or project issues to management.
Vulnerable Residents and Safeguarding
Identify residents who may require additional support during the works.
Maintain confidentiality and handle personal information appropriately.
Escalate safeguarding or welfare concerns in line with company and client procedures.
Work with client representatives or housing teams to agree reasonable adjustments where required.
Administration and Record Keeping
Maintain accurate resident profiles, contact records, access notes, appointment schedules and issue logs.
Prepare and distribute resident letters, notices and project updates.
Update project systems, spreadsheets or client portals as required.
Record satisfaction feedback and assist with project reporting.
Ensure all data is handled in accordance with company procedures and data protection requirements.
3. Skills and Experience
Essential
Excellent verbal and written communication skills.
Strong customer service skills.
Ability to manage difficult conversations calmly and professionally.
Good organisational and time management skills.
Ability to work independently across multiple sites.
Good IT skills, including Microsoft Office, email and basic reporting.
Professional and empathetic approach to working with residents.
Ability to maintain accurate records.
Desirable
Previous experience as a Resident Liaison Officer, Tenant Liaison Officer or Customer Service Officer.
Experience working in social housing, local authority housing, housing associations, planned maintenance or construction.
Understanding of vulnerable residents, safeguarding and equality considerations.
Experience with planned works such as , windows, doors, fire safety works, externals or major refurbishment projects.
Full UK driving licence or willingness to travel by public transport.
4. Working Conditions
The role will involve regular travel across London boroughs, including the Royal Borough of Greenwich and London Borough of Islington either by car or public transport.
The RLO may be required to work from site offices, residents’ homes, communal areas and company offices.
The role involves walking between properties, climbing stairs and visiting occupied residential buildings.
Occasional early starts, evening meetings or resident events may be required, depending on project needs.
The role may involve dealing with challenging conversations or complaints.
5. Equal Opportunities
MarKe Property Services Ltd is committed to promoting equality, diversity and inclusion. The Resident Liaison Officer must treat all residents, colleagues, clients and stakeholders with dignity and respect, regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.
Pay: £28,000.00-£35,000.00 per year
Benefits:
- Free or subsidised travel
Work Location: In person
