Job Description

About the Role

Starfish 9 Ltd is seeking a dedicated and proactive Resident Liaison Officer to join our team in Glasgow. In this key role, you will act as the main point of contact between residents and the project team, ensuring clear communication, minimising disruption, and maintaining positive relationships throughout the duration of works.

About the Role

Starfish 9 Ltd is seeking a dedicated and proactive Resident Liaison Officer to join our team in Glasgow. In this key role, you will act as the main point of contact between residents and the project team, ensuring clear communication, minimising disruption, and maintaining positive relationships throughout the duration of works.

Key Responsibilities

Resident & Client Liaison:

Act as the primary link between tenants, residents, clients, and Starfish Construction staff to ensure a first-class service.

Customer Support

: Provide tailored support to residents, especially vulnerable individuals, ensuring their concerns are addressed promptly and effectively.

Client Relationship Management:

Coordinate with clients on access procedures, installation schedules, and community engagement.

Team Collaboration:

Work closely with internal teams to enhance customer experience and support project delivery.

Operational Coordination:

Liaise with field and planning teams to meet contractual obligations and ensure smooth operations.

Meeting Participation

: Attend site and client meetings to represent resident interests and provide updates.

System Management:

Maintain accurate records by updating systems with visit logs, communications, and project updates.

Customer-Centric Approach

: Demonstrate empathy and understanding of diverse customer needs, promoting a customer-first culture.

Health & Safety:

Promote and support safety leadership across all activities.

Confidentiality:

Handle sensitive information in line with the Data Protection Act and company policies.

Qualifications & Experience

Essential Experience:

Previous experience as a Tenant Liaison Officer (TLO) or Resident Liaison Officer (RLO)

Proven track record in delivering exceptional customer service

Education

:

NVQ Level 2 or above in a customer care-related discipline

Skills

:

Strong written and verbal communication skills

Proficient in Microsoft Office, particularly Outlook, Word, Excel and Powerpoint.

Ability to work empathetically with a diverse range of customers

Strong organisational and interpersonal skills

About You:

We are looking for someone with:

Has experience in a resident liaison, customer service, or community engagement - ideally within a construction environment.

Possesses excellent interpersonal and communication skills, both written and verbal.

Demonstrates a compassionate and understanding approach to resident needs.

Is proactive with strong problem-solving abilities.

Has a strong proactive attitude.

Excellent organisational skills and the ability to manage multiple priorities.

A full UK driving license (desirable).

Salary

The salary for this position is competitive and negotiable based on experience and qualifications. We are committed to offering a compensation package that reflects the value you bring to our team.

Equality & Inclusion

Starfish 9 Ltd values diversity and promotes equality. We welcome applications from all sections of society and are happy to discuss reasonable adjustments or additional arrangements to support your application.

Please note:

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

Job Types: Full-time, Permanent

Additional pay:

Performance bonus
Benefits:

Company pension
Schedule:

8 hour shift Monday to Friday
Work Location: In person

Reference ID: RLO - Glasgow
Expected start date: 05/09/2025