Resident Liaison Officer

Location: Lewisham, London
Employment Type: Permanent
Hours: Full-time, 5 days per week
Salary: £32,000 per annum
Car Allowance: £4,500 per annum
Driving Licence: Full UK Driving Licence required

We are looking for an experienced and motivated Resident Liaison Officer (RLO) to join our team on a permanent basis, covering projects across Lewisham.

As a Resident Liaison Officer, you will be the key point of contact between residents, the client, contractors, and site teams. You will play an important role in ensuring residents are kept informed, supported, and treated with professionalism throughout the delivery of works.

This is a customer-focused role requiring someone who is confident communicating with a wide range of residents, able to resolve issues effectively, and comfortable working across multiple sites.

• Act as the main point of contact for residents throughout the works.
• Build and maintain positive relationships with residents, tenants, leaseholders, clients, and site teams.
• Provide residents with clear and timely information regarding planned and ongoing works.
• Carry out resident visits, introductions, consultations, and welfare checks where required.
• Manage resident queries, concerns, and complaints professionally and efficiently.
• Liaise closely with site managers and operational teams to resolve resident issues.
• Arrange and manage access to properties, helping to minimise delays and aborted appointments.
• Identify vulnerable residents and ensure appropriate support and communication are provided.
• Keep accurate records of resident communications, appointments, complaints, access arrangements, and feedback.
• Assist with resident meetings, newsletters, letters, surveys, and other engagement activities.
• Ensure residents are informed of changes to programmes, works, or access arrangements.
• Monitor resident satisfaction and obtain feedback throughout the project.
• Escalate issues appropriately and ensure complaints are dealt with in line with company and client procedures.
• Work collaboratively with clients, subcontractors, housing teams, site management, and other stakeholders.
• Promote a positive customer experience and maintain high standards of professionalism at all times.

We are looking for someone who is:

• Experienced in a Resident Liaison Officer, Tenant Liaison Officer, Customer Liaison Officer, or similar customer-facing position.
• Ideally experienced within construction, social housing, refurbishment, planned maintenance, or property services.
• Confident communicating with residents from a wide range of backgrounds.
• Professional, approachable, and empathetic.
• Organised and able to manage multiple priorities.
• Proactive and able to resolve problems effectively.
• Confident dealing with complaints and potentially challenging situations.
• Comfortable working independently while also being part of a wider project team.
• IT literate and able to maintain accurate records.
• In possession of a full UK driving licence and able to travel across Lewisham and surrounding areas.

• £32,000 basic salary
• £4,500 annual car allowance
• Permanent contract
• 5 days per week
• Work covering Lewisham and surrounding areas
• Full UK driving licence required