Resident Liaison Officer in Guildford, Surrey

Resident Liaison Officer (RLO) - Kitchens & Bathrooms (Social Housing)

Location: Guildford & Surrounding Areas
Salary: £35,000 + Benefits

The Opportunity

We are working with a leading social housing contractor who is looking to appoint an experienced Resident Liaison Officer (RLO) to support the delivery of kitchen and bathroom renewal programmes across the Guildford region.

This is a customer-focused role, acting as the key point of contact between residents, site teams, and the client. The successful candidate will play a vital role in ensuring residents are kept informed throughout the refurbishment process, helping to deliver a positive customer experience while supporting the successful completion of works.

Key Responsibilities

• Act as the primary point of contact for residents throughout kitchen and bathroom refurbishment works.
• Liaise closely with site management teams, operatives, subcontractors, and client representatives.
• Conduct pre-start visits and explain the scope, programme, and process of works to residents.
• Manage resident expectations and address any concerns or complaints in a professional and timely manner.
• Arrange appointments and maintain regular communication with residents throughout the programme.
• Carry out resident satisfaction surveys and assist with resolving any aftercare issues.
• Maintain accurate records of resident interactions and project updates.
• Support vulnerable residents and ensure individual needs are considered throughout the works.
• Assist in minimising access issues and ensuring programmes run efficiently.
• Work to agreed customer service KPIs and client requirements.

Requirements

• Previous experience as a Resident Liaison Officer within social housing, planned maintenance, or refurbishment projects.
• Experience supporting kitchen and bathroom renewal programmes is highly desirable.
• Strong customer service and communication skills.
• Ability to build rapport and maintain positive relationships with residents and stakeholders.
• Excellent organisation and administration skills.
• Ability to handle complaints and resolve issues effectively.
• Competent with Microsoft Office and general project administration.
• Full UK driving licence preferred.