Job Description

We are working with a well-regarded London borough to appoint a Resident Liaison Officer to support the delivery of a multi-million-pound estate-wide refurbishment. This frontline role plays a vital part in helping residents through significant works to their homes, ensuring a seamless, empathetic, and responsive service throughout the process.
This opportunity would suit someone with experience in major works programmes, resident engagement, or housing management. You'll need to be organised, people-focused, and confident working across a range of channels and situations-from supporting vulnerable households to coordinating decants and managing high volumes of communication.
The Role
Provide a responsive, empathetic liaison service to tenants and leaseholders affected by refurbishment or major works
Act as the first point of contact for queries by phone, email, WhatsApp, or face-to-face - including on-site drop-ins and resident events
Coordinate communications with residents including newsletters, FAQs, updates, and key messages across digital and printed platforms
Liaise with contractors and consultants to ensure timely, resident-friendly updates and service delivery
Support temporary and permanent rehousing processes as required
Record and respond to resident complaints, concerns, or service requests in line with agreed processes
Manage shared mailboxes and CRM case management, ensuring high-quality and timely updates
Maintain accurate records of communication, visits, surveys, and resident preferences
Support with evening or weekend meetings and events to engage residents across the estate
Identify and support vulnerable residents throughout the refurbishment programme
Ensure robust systems are in place for tracking issues, defects, and insurance claims
Assist with post-project satisfaction surveys and feedback analysis
Contribute to wider service improvement initiatives and cross-team working
Key Requirements
Experience working in a resident-facing role within housing, major works, or refurbishment
Strong customer service skills and emotional intelligence when dealing with sensitive situations
Ability to manage high volumes of communication across multiple platforms
Good understanding of housing management processes, particularly in relation to decants and major works
Excellent written and verbal communication skills
Ability to work collaboratively with residents, contractors, and internal teams
Comfortable working some evenings or weekends when resident events are scheduled
Strong organisational and administrative skills, including case management and record keeping
A proactive approach to supporting vulnerable households
Experience using CRM systems or similar case tracking platforms (desirable)
How to Apply
If you are interested in this role and meet the criteria above, please send us your application today. For any questions about the vacancy, click APPLY NOW.
If you do not hear from us within 48 hours of applying, your application has been unsuccessful.
Footnote
If this role matches your skills but not the location, rate, or seniority, feel free to send us your CV anyway. We recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your next move.
Even if you're happy in your current role, we welcome calls from housing professionals looking to build their network. Our specialist team at Carrington West has over 100 years of combined experience in this market. For more information, call Zubair at Carrington West on 02393 876065.
By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us.
Resident Liaison Officer
London Posted about 10 hours ago
Share this job
Sign up for job alerts
If you are a human, ignore this field
Create alert
You agree to our
Latest Jobs
London
Contract - Full Time
26.14 - 26.14 per hour
Greater London
Contract - Full Time
450 - 500 per day
Bristol
Contract - Full Time
450 - 500 per day
Winchester
Contract - Full Time
450 - 500 per day
Birmingham
Contract - Full Time
450 - 500 per day
Start your job search here
Atoms/Icons/Search/MG-02@1x
Atoms/Icons/Search/MG-02@1x
Policy
Contact Us:
Portsmouth - Lakeside North Harbour

• Portsmouth - Lakeside North Harbour

1000 Lakeside North Harbour, Western Rd, Cosham, Portsmouth PO6 3EN
FOLLOW US:
2025 Carrington West. All Rights Reserved. Registered in England & Wales 07344853, VAT GB105588510