Resident Liaison Officer

4 weeks ago


Swindon, Swindon, United Kingdom Construction Professionals Recruitment Full time

Construction Professionals Recruitment is seeking a skilled Resident Liaison Officer to bridge communication between residents, project site teams, and clients. This role is site-based, with the possibility of working across multiple sites as needed.

Main Responsibilities:

  • Confidentiality: Maintain strict confidentiality regarding client information.
  • Equal Opportunities: Implement the company's equal opportunities policy within your area of responsibility.
  • Diary Management & Reporting: Maintain the Resident Liaison daily diary, logging incidents and appointments accurately. Provide weekly reports to the Site Manager or Contracts Manager.
  • Understanding of Works: Develop a thorough understanding of the project scope, schedule, and required works.
  • Communication with Residents: Prepare and distribute communications regarding project updates, timelines, and important information.
  • Resident Charter & Logs: Establish and maintain a resident charter, alongside logs for comments, queries, and complaints.
  • Pre-Works Visits: Conduct pre-works visits to explain the nature and methods of the work to residents. Arrange and complete condition surveys and Household Profiles.
  • Documentation & Administration: Issue letters, including four-week notices and induction letters, detailing important information.
  • Resident Engagement: Keep residents informed of changes or progress updates, addressing cancellations or delays in a timely manner.
  • Regular Site Visits: Perform regular checks on residents throughout the day and at the end of each working day to ensure their needs are met.
  • Access Management: Coordinate with residents and the client's RLO or Housing Officer regarding bookings and appointments, ensuring access is granted when needed.
  • End of Day Inspections: Ensure services are restored at the end of each day, conducting inspections as needed.
  • Health & Safety: Inform site management of any health and safety concerns, ensuring compliance with all safety protocols.
  • Special Resident Needs: Be attentive and sensitive to the needs of vulnerable residents.
  • Protecting Residents' Property: Ensure dust sheets are provided, and residents' belongings are adequately protected during works.
  • Claims & Complaints: Manage claims, complaints, and compensation requests with care and in a timely manner.
  • Resident Meetings & Events: Be available for resident meetings, surgeries, and client meetings, including out-of-hours events.
  • Public Relations: Handle public relations issues, referring concerns to your Line Manager when necessary.

Additional Responsibilities:

  • RLO Procedures Manual: Familiarise yourself with the RLO procedure manual and apply its guidelines to your work.
  • Training: Attend compulsory Health & Safety and IT training as directed by your Line Manager. Participate in any other courses identified to enhance your skills.

Person Specification:

  • Customer Care/Sales Experience: Background in customer care or sales is preferred, showcasing strong communication skills and an empathetic approach.
  • Teamwork: Ability to work collaboratively within a team to achieve project goals.
  • IT Skills: Competent in using Microsoft Word and Excel.
  • Driving Licence: A valid driving licence and access to a car are required for this role.


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