Job Specification: Resident Liaison Officer (RLO)

Job Title: Resident Liaison Officer (RLO)

Reporting to: Project Manager / Contract Manager

Job Summary:

The Resident Liaison Officer (RLO) is responsible for building and maintaining positive relationships with residents, ensuring they are kept informed and supported throughout all planned and major works. The RLO acts as a vital communication link between the project team (including contractors and site managers) and residents, working to minimize disruption and ensure a high level of customer satisfaction.

Key Responsibilities:

• Resident Communication and Engagement:
  • Proactively engage with residents, providing clear, timely, and accurate information about project timelines, scope of works, and potential disruptions.
  • Distribute project literature, such as newsletters, information packs, and access notification letters.
  • Conduct pre- and post-work surveys and home visits to assess resident needs and gather feedback.
• Problem-Solving and Conflict Resolution:
  • Identify and address resident issues and concerns promptly and professionally.
  • Mediate disputes and find effective solutions that balance the needs of the project with the well-being of the residents.
  • Escalate complex issues to the Project Manager or other relevant parties when necessary.
  • Assist vulnerable residents by identifying their specific needs and coordinating with contractors to ensure their safety and comfort.
• Administration and Coordination:
  • Maintain detailed and accurate records of all resident interactions, including inquiries, complaints, and resolutions.
  • Coordinate access arrangements with residents for contractors to carry out work in their homes.
  • Collaborate closely with the site team to stay updated on project progress, schedule changes, and any on-site issues.
  • Prepare and submit reports on resident feedback and satisfaction levels to the project team and management.

Skills and Qualifications:

• Essential Skills:
  • Exceptional communication and interpersonal skills, with the ability to build rapport and trust with diverse communities.
  • Strong empathy, patience, and a professional, customer-focused attitude.
  • Excellent organizational and administrative skills, with strong attention to detail.
  • Proven experience in a customer-facing role, preferably within the construction, housing, or social care sectors.
  • Effective problem-solving and conflict resolution abilities.
  • Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Desirable Qualifications:
  • Previous experience as a Resident Liaison Officer (RLO) or in a similar community engagement role.
  • Knowledge of the social housing sector and relevant regulations.
  • A full UK driving license and access to a vehicle, as travel between sites may be required.

Key Attributes:

• Proactive and solution-oriented.
• Reliable and self-motivated.
• Flexible and adaptable to changing project needs.
• Confident in dealing with a wide range of people and situations.