Senior Resident Liaison Officer

Senior Resident Liaison Officer (RLO)

Salary:
Up to £36k + package

Location:

Midlands

Job Type: Permanent

• Lead resident engagement activities across multiple planned maintenance and refurbishment projects.
• Act as the primary point of contact for residents, clients, and key stakeholders throughout the programme of works.
• Coordinate appointments, property visits, and access arrangements to support project delivery.
• Conduct resident consultations, home visits, and customer satisfaction surveys.
• Manage and resolve complex resident complaints and escalations, ensuring positive outcomes.
• Work closely with Contracts Managers, Site Managers, and operational teams to ensure projects are delivered on time and to a high standard.
• Monitor resident satisfaction and identify areas for service improvement.
• Maintain accurate records, project trackers, and client reporting requirements.
• Support and mentor junior Resident Liaison Officers where required.
• Ensure all resident liaison activities are delivered in line with client expectations and contractual KPIs.

• Proven experience as a Resident Liaison Officer within planned maintenance, refurbishment, social housing, or construction.
• Experience handling escalated complaints and managing stakeholder expectations.
• Strong relationship-building and customer service skills.
• Excellent verbal and written communication abilities.
• Confident working with clients, residents, and operational teams at all levels.
• Strong organisational skills with the ability to manage multiple projects simultaneously.
• Proficient in Microsoft Office and project management systems.
• Full UK driving licence and access to a vehicle.
• Flexible approach to travel across the Midlands region.

• Competitive salary and benefits package.
• Career progression opportunities.
• Employee referral scheme.
• Ongoing training and professional development.
• Employee wellbeing support.
• Friendly and collaborative working environment.

Fortus Recruitment is an equal opportunities employer.