RLO - Resident Liaison Officer

Location: Rushden (and surrounding areas)

Salary: £40,000 - £45,000 per annum (Depending on experience) + Benefits

Contract Type: Full-time, Permanent

Sector: Social Housing / Planned Maintenance & Regeneration

Are you a highly experienced, proactive Resident Liaison Officer who excels at managing tenant relationships during major construction or maintenance works? Do you know how to navigate the complexities of local authority and housing association contracts while maintaining exceptional customer satisfaction?

We are looking for a Resident Liaison Officer (RLO) to join our expanding team. Positioned within our planned works division, you will be the primary link between our site delivery teams, sub-contractors, and residents. This is a critical, high-profile role where you will manage communication, mitigate complaints, and ensure smooth access for major regeneration projects (including kitchen and bathroom rollouts, cladding, and heating upgrades) across our social housing portfolio.

• The Bridge of Communication: Act as the first point of contact for residents before, during, and after major planned maintenance works, ensuring they are fully informed of project timelines and disruptions.

• Access Management: Proactively manage and secure property access for site teams and sub-contractors to ensure the programme of works stays strictly on schedule.

• Grievance & Resolution: Investigate and resolve tenant complaints or anxieties swiftly, using an empathetic yet solution-focused approach to diffuse difficult situations.

• Pre-Entry Surveys & Condition Reports: Conduct pre-entry consultations, explain choice profiles (e.g., kitchen/bathroom selections) to residents, and document property conditions before works begin.

• Data & Compliance: Maintain accurate, real-time records of all resident interactions, special requirements (vulnerabilities), and complaints using our internal management systems.

• SLA & KPI Tracking: Work closely with Site Managers and Contract Managers to monitor customer satisfaction KPIs and ensure contract delivery runs smoothly.

• Sector Experience: Essential. Proven experience working as an RLO, TLO, or CLO directly within a Social Housing, Housing Association, or Local Authority / Council environment.

• Framework Knowledge: A strong understanding of planned maintenance, refurbishment, or "Decent Homes" capital delivery frameworks.

• Conflict Resolution: Exceptional communication and interpersonal skills. You must be resilient, empathetic, and highly skilled at handling challenging situations or vulnerable residents.

• Organization: Highly organized with a systematic approach to booking appointments, tracking access rates, and managing paperwork.

• Licence: A full UK Driving Licence and access to a vehicle for site visits are essential.

• Salary: £40,000 - £45,000 per annum based on experience.

• Vehicle Support: [Insert Company Van OR Car Allowance / Mileage allowance].

• Time Off: 25 days annual leave + Bank Holidays.

• Security: Excellent company pension scheme, life assurance, and ongoing professional development.

• Culture: A collaborative, driven, and supportive working environment with a business that genuinely values community impact.

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.