Resident Liaison Officer

Overview Capital Programme Resident Liaison OfficerSalary: £33,531 - £38,052 per annumGrade: DContract Type: PermanentWorking Hours: Full Time, Monday - Friday - 37 Hours per Week This is not the average desk job. An excellent opportunity has become available within the Transforming Homes Team. We are recruiting for a full time, permanent Resident Liaison Officer. Our customers are at the heart of everything we do and, as our Resident Liaison Officer, you will ensure residents are regularly engaged with and consulted on works to be carried out to their properties, meeting their satisfaction and our specification. You will work closely with colleagues and contractors to ensure seamless and prompt delivery of building work. You will set up and attend public meetings with residents, contractors and other colleagues to present investment proposals and maximise resident engagement. You will act on behalf of residents to ensure concerns, complaints and enquiries are effectively investigated and outcomes communicated to all involved. To be considered for this role, you will have experience of working in a front-line, customer-focused and high-volume area with a good understanding of housing management issues and building/refurbishment projects. Key Responsibilities The RLO will act as the primary point of contact for residents affected by damp, mould, and condensation issues, ensuring effective communication, resident support, and efficient case progression. Strengthen resident engagement to improve trust, reduce complaints, and support compliance with Awaabs Law and the Housing Ombudsmans Damp and Mould Spotlight Report recommendations. Serve as the frontline contact and customer care role for Thurrock's revised damp and mould processes in line with Awaab's law. Act as resident liaison officer for all aspects related to legal repair. Coordinate appointments, inspections, and works access. Communicate clearly about what works are planned and timescales. Provide proactive support to vulnerable residents, including referrals to welfare or tenancy management teams. Record and track resident feedback to improve service delivery. Ensure the service meets statutory timescales under Awaab's Law (10 days for response, 7 days for remediation start). Assist the Project Team in providing necessary information and correspondence relating to Section 20 consultations with leaseholders. Act as resident liaison officer for all aspects related to legal repair. Key experience and skills required Able to use initiative and work proactively. A good sense of judgment for prioritising issues and determining which matters should be escalated to senior management. Able to develop and maintain effective working relationships. Organised and able to work to deadlines. Advanced written and oral communication skills and ICT proficiency. Behave in accordance with our values. Commitment to the principles of agile working, including flexible hours and location (remote/home working as required). Ability to travel to the Civic Offices and partnering contractor offices within the Borough. DBS: Basic DBS is required for this post. Additional Details Closing Date: Internal and External – 4th January 2026; Closing Date (Redeployment Only) – 4th December 2025. Interview Date: TBC. If you would like an informal chat about the position, please email Joanna Bale. Our vision – An ambitious and collaborative community which is proud of its heritage and excited by its diverse opportunities and future. Thurrock Council is committed to equal opportunities. As a Disability Confident Employer, disabled people will be offered an interview where they meet all essential criteria on the person specification. We champion flexible working and job share applications are welcome. We serve a diverse community where people are different yet equal. Diversity underpins everything we do. To view the Job Profile and Person Specification please follow the link below: Download Job Profile (PDF Document) #J-18808-Ljbffr