Resident Liaison Officer; Customer Care

Position: 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’s fundamental to everything we do.

The Role
As a Resident Liaison Officer, you will be a key member of a dedicated, construction site-based team, acting as the main link between residents and the project team. Working closely with clients, operatives, subcontractors, and site management, you will ensure residents receive clear, accurate, and timely information, both verbally and in writing.
By fostering open communication and building strong, trusting relationships, you will play a central role in delivering a positive resident experience and maintaining the highest standards of customer care throughout the works.

Key Responsibilities
 
* 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.
What we are looking for
 
* 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, whatsapp and face to face in their homes
Essential requirements
 
* Customer Service or Care Sector
 
* Full Driving License and use of vehicle
Desirable requirements
 
* Proven previous experience in a Resident Liaison Officer (RLO) role
Why Mulalley
 
* Continuous training, development and support
 
* A business that values capability, accountability, and delivery
Closing date for applications:
Friday 25 February