Senior Resident Liaison Officer

Senior Resident Liaison Officer (RLO)

Salary: Up to £36k + package

Location: Kingston

Job Type: Permanent

Fortus Recruitment Group is a leading recruitment agency specialising in the repairs and maintenance sector. We are currently working with a well-established contractor who is seeking an experienced Senior Resident Liaison Officer to support the successful delivery of planned maintenance and refurbishment projects across the Kingston area.

This is an excellent opportunity for an established Resident Liaison Officer looking to take the next step in their career, playing a key role in resident engagement, stakeholder management, and project delivery within occupied properties.

Key Responsibilities

Lead Resident Engagement: Act as the senior point of contact for residents, ensuring clear communication and a positive customer experience throughout the programme of works.

Stakeholder Management: Build and maintain strong relationships with residents, client representatives, housing teams, site management, and subcontractors.

Access & Programme Coordination: Oversee access arrangements, resident appointments, and property visits to ensure projects remain on schedule.

Complaint Resolution: Manage complex resident queries, complaints, and escalations, identifying solutions and ensuring issues are resolved effectively.

Project Support: Work closely with Contracts Managers, Site Managers, and operational teams to support successful project delivery and customer satisfaction targets.

Resident Consultation: Conduct resident meetings, home visits, surveys, and consultation events where required.

Reporting & Compliance: Maintain accurate records, monitor KPIs, produce reports, and ensure resident liaison activities meet client and contractual requirements.

Mentoring & Support: Provide guidance and support to junior Resident Liaison Officers where required, promoting best practice across projects.

Key Skills & Experience

• Proven experience as a Resident Liaison Officer within planned maintenance, refurbishment, social housing, or construction.
• Experience managing challenging situations and resolving resident complaints.
• Strong stakeholder management and relationship-building skills.
• Excellent verbal and written communication skills.
• Confident managing resident meetings and consultation events.
• Strong IT skills, including Microsoft Office and project management systems.
• Ability to work independently, prioritise workloads, and manage multiple projects.
• Full UK driving licence and access to your own vehicle.

Why Join Us?

• Competitive salary and benefits package.
• Career progression opportunities within a growing business.
• Employee referral scheme.
• Ongoing training and professional development.
• Employee wellbeing support.
• Friendly and collaborative working environment.

If you are interested in this position, please apply or, for a confidential discussion, contact our office and ask for Taylor Johnston.

Fortus Recruitment Group Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Fortus Recruitment is an equal opportunities employer.

INDTJ