Resident Liaison Officer; Customer Care

We are an award-winning construction company expanding our Resident Liaison Teams across London and the surrounding areas. We are looking for proactive, people-focused individuals with experience in the public, retail, or care sectors who are passionate about delivering exceptional customer service. For us, resident satisfaction isn’t just important, it is fundamental to everything we do.

• Act as the main point of contact for residents and site teams
• Conduct resident interviews, surveys, and home visits
• Keep residents informed of works, progress, and any changes
• Maintain confidentiality in line with GDPR requirements
• Champion high-quality service delivery and monitor resident satisfaction
• Ensure residents’ homes are treated with respect at all times
• Manage and resolve concerns and complaints promptly and professionally
• Schedule appointments and manage access arrangements
• Prepare and distribute resident communications (letters, newsletters, updates)
• Attend resident meetings as required
• Handle tenant enquiries and liaise with delivery teams regarding changes, cancellations, and progress updates
• Build and maintain strong working relationships with residents, clients, contractors, and site staff
• Adapt communication and working practices to meet the needs of diverse residents and clients
• This is a delivery‑critical role, requiring a proactive, hands‑on approach.

• Proven experience of customer service
• Organised, able to prioritise and decisive under pressure
• Excellent written and verbal communication
• Ability to effectively liaise daily with residents by letter, telephone, email, text, Whats App and face‑to‑face in their homes
• Customer Service or Care Sector
• Full Driving Licence and use of vehicle

• Proven previous experience in a Resident Liaison Officer (RLO) role