Resident Liaison Officer
3 days ago
Southwark
Resident Liaison Officer London Office & Site-Based Monday to Friday, 08:30 – 17:00 £25,000 – £32,000 (depending on experience) About the Role We are seeking a proactive and customer-focused Resident Liaison Officer to join our team, supporting construction, refurbishment, and maintenance projects across London. As the key link between residents and site teams, you will play a vital role in ensuring clear communication, minimising disruption, and delivering a high standard of customer care, particularly within social and affordable housing environments where works take place in occupied homes. This is a fast-paced, people-focused role requiring strong communication skills, empathy, and the ability to manage challenging situations professionally. Key Responsibilities Resident Communication • Act as the main point of contact for residents throughout project delivery, • Clearly explain the scope, programme, and impact of works through home visits, letters, notices, and digital communication, • Provide regular updates and ensure residents are informed of any changes Customer Service & Complaint Resolution • Respond to resident queries, concerns, and complaints promptly and professionally, • Manage sensitive situations with empathy and a solution-focused approach, • Resolve issues effectively, escalating where necessary Stakeholder Liaison • Work closely with site teams, subcontractors, housing associations, and local authorities, • Ensure clear and consistent communication between all parties Access & Coordination • Arrange and manage access to properties for surveyors, operatives, and contractors, • Coordinate appointments and ensure residents receive appropriate notice Pre-Works & Resident Support • Carry out pre-start visits to assess resident needs, • Identify and support vulnerable residents, ensuring appropriate adjustments are made Documentation & Reporting • Maintain accurate records of all resident interactions and communications, • Track complaints and resolutions, providing updates to management, • Ensure all documentation meets company and client requirements Community Engagement • Support resident meetings, consultations, and engagement events, • Gather feedback to help improve service delivery About You Essential • Experience in a customer-facing role, • Excellent communication and interpersonal skills, • Ability to handle challenging situations with professionalism and empathy, • Strong organisational and administrative skills, • Ability to manage multiple tasks and priorities Desirable • Experience within construction, social housing, or property maintenance, • Understanding of working in occupied properties Personal Attributes • Customer-focused with a professional and approachable manner, • Strong problem-solving skills and attention to detail, • Resilient and able to work under pressure, • Proactive with the ability to use initiative Additional Information • This role involves regular travel to project sites, • Flexibility may be required for occasional evening or community meetings If this role is of interest, please reach out to Charles Howe of Tradeline Recruitment for a confidential conversation