Resident Liaison Officer

Hays Recruitment are seeking Resident Liaison Officers to support our client's social housing refurbishment programmes. We are looking for RLO's in the locations below.
- Nottingham
- Leicester
- Northampton

⭐ Why This Role Matters
As a Resident Liaison Officer, you'll be the heartbeat of our client's refurbishment projects-making sure residents feel informed, supported, and valued every step of the way. You'll turn potentially disruptive works into a smooth, positive experience by building trust, solving problems, and championing excellent customer care.

This is a role for someone who thrives on people interaction, enjoys variety, and wants to make a real difference in local communities.
🔑 What You'll Be Doing
Resident Engagement & Communication

Build strong, professional relationships with residents from start to finish.
Clearly explain project timelines, impacts, and expectations.
Host resident meetings, drop‑ins, and consultations.
Share regular updates through letters, emails, calls, and face‑to‑face visits.

Customer Care

Be the go‑to contact for resident questions, concerns, and complaints.
Resolve issues quickly and professionally, escalating when needed.
Provide tailored support for vulnerable residents.
Track satisfaction and help drive continuous improvement.

Project Coordination

Work closely with site teams, contractors, and housing providers.
Arrange access and scheduling with residents.
Keep accurate records of interactions, complaints, and resolutions.
Support site managers with planning and logistics.

Community & Stakeholder Management

Liaise with housing associations, local authorities, and client reps.
Promote Lovell's commitment to social value and community impact.
Support local initiatives such as training, employment, and resident events.

Health, Safety & Compliance

Ensure residents understand safety procedures during works.
Identify and report safeguarding or welfare concerns.
Follow GDPR, confidentiality, and all company policies.
🧠 Skills & Experience Essential

Customer‑facing experience (ideally social housing, construction, or repairs).
Excellent communication and relationship‑building skills.
Strong problem‑solving and conflict‑resolution abilities.
Ability to juggle multiple priorities in a fast‑paced environment.
Solid administrative and record‑keeping skills.

Desirable

Previous RLO or social housing experience.
Knowledge of planned maintenance/refurbishment programmes.
Understanding of tenant needs, including vulnerable groups.
Full UK driving licence (if travel required).

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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