Resident Liaison Officer

Resident Liaison Officer London Office & Site-Based Monday to Friday, 08:30 – 17:00 £25,000 – £32,000 (depending on experience) About the Role We are seeking a proactive and customer-focused Resident Liaison Officer to join our team, supporting construction, refurbishment, and maintenance projects across London. As the key link between residents and site teams, you will play a vital role in ensuring clear communication, minimising disruption, and delivering a high standard of customer care, particularly within social and affordable housing environments where works take place in occupied homes. This is a fast-paced, people-focused role requiring strong communication skills, empathy, and the ability to manage challenging situations professionally. Key Responsibilities Resident Communication * Act as the main point of contact for residents throughout project delivery * Clearly explain the scope, programme, and impact of works through home visits, letters, notices, and digital communication * Provide regular updates and ensure residents are informed of any changes Customer Service & Complaint Resolution * Respond to resident queries, concerns, and complaints promptly and professionally * Manage sensitive situations with empathy and a solution-focused approach * Resolve issues effectively, escalating where necessary Stakeholder Liaison * Work closely with site teams, subcontractors, housing associations, and local authorities * Ensure clear and consistent communication between all parties Access & Coordination * Arrange and manage access to properties for surveyors, operatives, and contractors * Coordinate appointments and ensure residents receive appropriate notice Pre-Works & Resident Support * Carry out pre-start visits to assess resident needs * Identify and support vulnerable residents, ensuring appropriate adjustments are made Documentation & Reporting * Maintain accurate records of all resident interactions and communications * Track complaints and resolutions, providing updates to management * Ensure all documentation meets company and client requirements Community Engagement * Support resident meetings, consultations, and engagement events * Gather feedback to help improve service delivery About You Essential * Experience in a customer-facing role * Excellent communication and interpersonal skills * Ability to handle challenging situations with professionalism and empathy * Strong organisational and administrative skills * Ability to manage multiple tasks and priorities Desirable * Experience within construction, social housing, or property maintenance * Understanding of working in occupied properties Personal Attributes * Customer-focused with a professional and approachable manner * Strong problem-solving skills and attention to detail * Resilient and able to work under pressure * Proactive with the ability to use initiative Additional Information * This role involves regular travel to project sites * Flexibility may be required for occasional evening or community meetings If this role is of interest, please reach out to Charles Howe of Tradeline Recruitment for a confidential conversation