Resident Liaison Officer

We're currently looking for an experienced Resident Liaison Officer to support the delivery of Social Housing Decarbonisation Fund (SHDF) works across Warwickshire and surrounding areas.

This is a key role within our planned works team, focused on delivering a positive resident experience across energy efficiency upgrades and refurbishment programmes.

As a Resident Liaison Officer, you will act as the main point of contact for residents throughout the delivery of SHDF works. You'll ensure residents are fully informed, supported, and reassured from initial engagement through to completion.

Working closely with site teams, you'll help maintain high levels of customer satisfaction while ensuring works are delivered smoothly and with minimal disruption.

• Act as the primary contact for residents throughout planned works programmes
• Provide clear communication on works, timelines, and access requirements
• Coordinate property access to ensure works can be delivered on programme
• Support residents with queries, concerns, and complaints in a professional manner
• Build strong relationships to maintain trust and positive engagement
• Monitor and maintain high levels of resident satisfaction
• Work closely with site teams and project managers to support delivery

This role is ideal for someone who is confident, experienced, and passionate about delivering excellent customer service in a social housing environment.

• Proven experience as a Resident Liaison Officer within social housing planned works (ideally SHDF or similar programmes)
• Full UK driving licence
• Strong customer service and communication skills
• Ability to manage challenging situations with empathy and professionalism
• Highly organised with strong attention to detail

• Experience working on decarbonisation / retrofit programmes (SHDF)
• Knowledge of planned maintenance or refurbishment projects
• Ability to engage with diverse communities and vulnerable residents

• Competitive salary and benefits package
• Opportunity to work on high-profile SHDF / retrofit projects
• Supportive and collaborative team environment
• Chance to make a real difference to residents and communities

If you're an experienced RLO looking to join a growing team delivering impactful housing improvements, we'd love to hear from you.

Given the nature of this position, you will need to undergo a Basic Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant's criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks.

To learn more about the checks included in this process, please review the National Security Vetting information.