About the Role
I am working with a leading housing provider delivering a programme of fire safety works, including fire doors, windows and associated upgrades across their housing stock.
They are looking for a Resident Liaison Officer to act as the key link between residents and operational teams, ensuring works are delivered smoothly while maintaining a high level of resident satisfaction.
This is a customer-facing role where communication, organisation and empathy are key, particularly when managing residents through potentially disruptive works.
Key Responsibilities:
- Act as the main point of contact for residents throughout fire safety works programmes
- Communicate clearly with residents regarding upcoming works, timelines and access requirements
- Coordinate access arrangements to ensure contractors can complete works efficiently
- Support delivery of programmes including fire door replacements, window installations and associated safety works
- Manage resident queries, concerns and complaints, ensuring timely and professional resolution
- Carry out resident visits where required to provide reassurance and resolve issues on-site
- Work closely with site teams, contractors and project managers to ensure smooth delivery of works
- Maintain accurate records of resident interactions, access attempts and programme updates
- Support vulnerable residents and ensure appropriate adjustments are in place
- Monitor customer satisfaction and contribute to improving resident experience throughout the programme
About You:
- Previous experience working as a Resident Liaison Officer or in a similar customer-facing housing role
- Experience working on planned works or fire safety programmes (desirable)
- Strong communication and interpersonal skills, with the ability to build trust with residents
- Organised and able to manage multiple priorities in a fast-paced environment
- Confident handling complaints and resolving issues effectively
- Able to work on-site and engage directly with residents and contractors
Testimonials