Role Overview
We are seeking an experienced Resident Liaison Officer (RLO) to provide a dedicated, full-time resident liaison service on a long-term construction project.
Based on site alongside the project team, the RLO will act as the main point of contact for residents, ensuring clear communication between residents, the site team and relevant stakeholders throughout the works.
Key Responsibilities
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Act as the primary on-site point of contact for residents.
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Manage day-to-day resident enquiries, concerns and complaints, ensuring matters are logged, followed up and escalated where required.
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Prepare and issue resident communications, including works notifications, letters and project updates.
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Coordinate resident meetings, appointments and engagement activities.
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Support residents with decant and relocation requirements, working closely with the project team and relevant stakeholders.
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Identify and provide appropriate support for vulnerable residents or those with additional needs.
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Maintain accurate records of resident communications, issues and agreed actions.
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Liaise with site management and contractors to minimise disruption and ensure residents are kept informed of works affecting their homes.
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Attend relevant project meetings and provide updates on resident matters and emerging issues.
Experience & Skills
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Previous experience as a Resident Liaison Officer, Tenant Liaison Officer or similar, ideally within social housing, refurbishment or occupied residential projects.
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Previous experience working with Hammersmith & Fulham Council would be a distinct advantage.
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Experience dealing directly with residents and managing complaints or sensitive situations.
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Knowledge or experience of resident decants and relocations is desirable.
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Excellent verbal and written communication skills.
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Strong organisational and record-keeping skills.
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Professional, approachable and empathetic, with the ability to build positive relationships with residents and project stakeholders.
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Good IT skills, including Microsoft Office and resident/contact management systems.
Project Commitment
This is a full-time, site-based role working alongside the project team. The current anticipated programme is approximately 126 weeks, requiring a consistent and professional resident liaison presence throughout the relevant works
