Resident Liaison Officer

At PiLON, we're more than just a business. We are a trusted name in construction, known for our reliability and dedication to the quality of work. As part of the United Infrastructure group, we specialise in planned maintenance and refurbishments within the social housing sector, and we're excited to welcome you to our rapidly growing team. Apply today for an opportunity to create lasting legacies together!

Our customers come from all walks of life, and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. Taking our commitment to diversity seriously, we are proud members of the Black Professionals in Construction Network, a leading organisation focused on promoting inclusion in the built environment sector.

If you are driven and reliable and you aspire to make a meaningful impact, we want to hear from you. In return, you can expect support in achieving both your personal and career aspirations, as you'll work with a team that has a strong sense of motivation and pride in what we deliver.

Stevenage and Watford and surrounding areas

Please note:

This role is subject to a satisfactory Disclosure and Barring Service (DBS) check.

We are seeking an enthusiastic, proactive, and experienced Resident Liaison Officer with excellent communication and customer service skills.

You will be the primary point of contact between the project team and residents, leading resident liaison work and ensuring minimal disruption, successful access arrangements, and a smooth refurbishment process for residents.

• Communicate with residents to organise property visits
• Regularly visit residents' homes to conduct property surveys and establish what type of refurbishment work needs to be done
• Be the bridge that minimises disruptions and ensures projects proceed seamlessly, generating resident satisfaction and loyalty
• Collaborate with the site team to ensure that the refurbishment work required gets done based on the agreed timelines
• Handle complaints patiently and efficiently
• Keep project trackers updated in line with the program of works

• Driving licence and access to your own vehicle (essential)
• A customer-focused mindset
• Comfortable using Microsoft Office and IT systems
• Strong problem-solving and complaint-handling skills
• Excellent verbal and written communication
• Reliable, punctual, and well-organised
• Able to prioritise, multitask, and adapt to changing deadlines

• Health & Safety Awareness
• First Aid qualification

• 23 days of holiday per year, excluding Bank Holidays (+ get more days with length of service)
• Up to £2,000 reward for successful recommendations as part of our referral scheme
• Significant savings on daily shopping through our benefits portal
• A welcoming office, snacks, beverages, friendly colleagues and team socials throughout the year
• A supportive culture and a great team with exceptional talent and experience
• Trained Mental Health First Aiders support
• Annual training budget so you can focus on your personal and professional development and much more...

With over 20 years of success behind us, PiLON began an exciting new chapter in 2024 as part of the United Infrastructure Group. This growth means more opportunity, broader expertise, and long-term stability for our teams - and a stronger platform for people to build lasting careers. We specialise in planned maintenance and refurbishment within the social housing sector and are known for delivering high-quality work with care, consistency, and respect for the communities we serve.

At PiLON, we don't just hire for skills - we hire for attitude, potential, and values. We actively welcome people from a wide range of backgrounds, knowing that diverse teams perform better and create better outcomes. Our commitment to inclusion is reflected in our membership of the Black Professionals in Construction Network, supporting positive change across the built environment. If you're reliable, motivated, and looking for a role where your work genuinely matters, PiLON offers a supportive environment, opportunities to develop, and the chance to be proud of what you do every day.