Resident Liaison Officer

The KTS Group are seeking an experienced Resident Liaison Officer/Tenant Liaison Officer/Neighbourhood Office to support occupied residential re-cladding, façade remediation, and external refurbishment projects.

This is a dedicated site-based role on one assigned project, acting as the key link between residents, client representatives, and site teams throughout the delivery of works.

The Role

You will be responsible for:

• Acting as the primary point of contact for residents throughout the project
• Carrying out resident consultations before works commence
• Explaining programmes, access requirements, timelines, and potential disruption
• Providing regular project updates and communication to residents
• Coordinating access appointments with tenants, leaseholders, and resident representatives
• Managing resident enquiries, concerns, and complaints professionally
• Maintaining accurate records of communications, complaints, vulnerabilities, and actions taken
• Preparing and distributing newsletters, notices, letters, and resident communications
• Attending site meetings, progress meetings, and resident engagement sessions
• Supporting site teams in maintaining customer satisfaction and reducing resident-related delays
• Assisting with vulnerability assessments and additional resident support requirements
• Monitoring resident feedback and helping implement service improvements
• Ensuring all activities comply with GDPR, health and safety requirements, and project expectations

About You

• Previous experience as a Resident Liaison Officer, Tenant Liaison Officer, Customer Liaison Officer, Community Liaison Officer, or similar
• Experience within construction, social housing, planned works, refurbishment, external works, façade, cladding, fire remediation, EWI, or building safety projects
• Excellent communication and relationship-building skills
• Strong organisational and administrative ability
• Confident managing complaints and difficult conversations professionally
• Comfortable working independently within a site environment
• Professional, approachable, and customer-focused
• Full UK driving licence

Highly Desirable

• Direct experience on re-cladding, façade remediation, EWI, FRA, fire safety, or external envelope projects
• Experience on occupied residential schemes
• Knowledge of vulnerable resident support and safeguarding processes
• Experience producing newsletters, consultation packs, resident surveys, and no-access reporting
• Experience working on projects involving scaffolding, intrusive surveys, decant arrangements, or high-rise residential buildings