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.