Job Description

Job Title: Resident Liaison Officer

Location: Cambridge

Salary: £25000 - £30000

Employment Type: [Contract]

Role Overview

The Resident Liaison Officer (RLO) acts as the primary point of contact between residents, contractors, and project teams, ensuring clear communication and a positive resident experience during construction, maintenance, or refurbishment projects. The role requires a professional, empathetic, and organized approach to effectively manage resident relationships and resolve queries or issues promptly.

Key Responsibilities:

* Serve as the main contact for residents, addressing queries and concerns professionally and promptly.

* Communicate project plans, schedules, and potential impacts to residents using various channels (meetings, newsletters, emails, etc.).

* Carry out property condition surveys and maintain accurate records before and after works commence.

* Arrange appointments for resident consultations and contractor visits.

* Collaborate with project/site teams to ensure residents’ needs and expectations are understood and considered.

* Administer and resolve complaints through structured processes, maintaining a high standard of customer service.

* Support health and safety awareness by ensuring residents are informed about risks related to ongoing works.

* Assist with the decant or relocation process where required, ensuring minimal disruption for residents.

Essential Skills & Qualifications:

* Excellent communication and interpersonal skills, with the ability to adapt to various audiences.

* Strong organizational and time management abilities to handle multiple tasks efficiently.

* Knowledge of construction or property management processes is advantageous.

* Proficiency in IT systems, including Microsoft Office and relevant project management software.

* Demonstrated ability to handle sensitive and confidential information professionally.

* A valid driving license may be required depending on the role location.

Desirable Attributes:

* Empathy and diplomacy when dealing with residents from diverse backgrounds.

* Problem-solving skills with a proactive approach to resolving issues.

* Experience in a customer-facing role, particularly within construction or housing environments