Resident Liaison Officer (RLO)

Location: Harlow, Essex
Salary: £33,000 per annum + Car Allowance

We are currently recruiting for an experienced Resident Liaison Officer (RLO) to join a well-established contractor delivering planned maintenance and refurbishment projects across Harlow and the surrounding areas.

This is an excellent opportunity for a customer-focused and proactive individual with experience working within the social housing sector. We’re looking for an all-round Resident Liaison Officer who is confident managing resident relationships across a variety of refurbishment schemes while delivering an exceptional customer experience.

The Role

As the Resident Liaison Officer, you will act as the key link between residents, site teams, and client representatives throughout the duration of refurbishment works. You will ensure residents are fully informed, supported, and engaged from project commencement through to completion, helping to minimise disruption and maintain high levels of customer satisfaction.

Projects will include a variety of planned maintenance and refurbishment works, including:

• Internal refurbishments
• External refurbishments
• Mechanical & Electrical (M&E) works
• Fire Risk Assessment (FRA) remedial works
• Planned maintenance and improvement programmes

Key Responsibilities

• Act as the primary point of contact for residents throughout the duration of the works.
• Build and maintain positive relationships with tenants, leaseholders, client representatives, and site teams.
• Keep residents informed of project programmes, access requirements, and any changes to scheduled works.
• Arrange appointments and coordinate property access with residents and operational teams.
• Respond to resident enquiries and complaints professionally, ensuring issues are resolved promptly.
• Carry out resident visits, consultations, and welfare checks where required.
• Prepare and distribute resident communications, including letters, newsletters, and notices.
• Maintain accurate records of resident engagement and project activity.
• Work closely with Site Managers and Project Teams to ensure effective communication throughout the programme.
• Support the successful delivery of projects while maintaining excellent customer satisfaction.

About You

To be considered for this opportunity, you will have:

• Previous experience as a Resident Liaison Officer within social housing, planned maintenance, refurbishment, regeneration, or property services.
• Excellent communication and interpersonal skills with a strong customer-focused approach.
• Strong organisational skills and the ability to manage multiple priorities.
• A proactive, empathetic, and professional approach when dealing with residents.
• Good IT skills, including Microsoft Office.
• The ability to work independently while collaborating effectively with operational teams.
• A full UK driving licence is preferred due to travel between project sites.

What’s on Offer

• Competitive salary of £33,000 per annum
• Car allowance
• Long-term opportunity with a reputable contractor
• Exposure to a varied portfolio of refurbishment and planned maintenance projects
• Supportive working environment with opportunities for training and career progression