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Resident Liaison Officer
West London job - Borough of Ealing
Must drive
WFH/Stevenage
The RLO will be primarily responsible for conducting pre-condition surveys and compiling resident profiles
Responsibilities for a RLO position typically include:
- Main Point of Contact: Serving as the "go-to" person for residents, clients, and contractors regarding planned works.
- Communication & Updates: Providing timely and clear information to residents before, during, and after works regarding schedules, progress, and access requirements. This may involve written communication (letters/notices) and resident meetings.
- Complaint & Query Management: Handling all resident complaints and queries with empathy and professionalism, acting as the escalation point and managing the resolution process.
- Coordination & Access: Organising and coordinating access arrangements for contractors to carry out work in occupied properties.
- Record Keeping: Maintaining accurate and up-to-date records of all resident interactions, project progress, and complaints in an on-site database.
- Compliance: Ensuring compliance with all relevant health and safety and safeguarding standards.
- Community Engagement: Organising consultation evenings and supporting social value events within the community (in some roles).
Required Skills & Qualifications
Successful candidates for the RLO role at Wates generally possess:
- Experience: Proven experience as a Resident Liaison Officer, specifically within social housing or planned maintenance programmes (e.g., kitchen/bathroom replacements, domestic retrofit works).
- Soft Skills: Excellent communication, interpersonal, and customer service skills, with the ability to manage sensitive situations tactfully and diplomatically.
- Organisation: Strong organisational skills, the ability to work independently, manage multiple tasks, and be solution-focused.
- Technical Knowledge: An understanding of planned works processes, tenant engagement best practices, and internal/external building works.
- IT Literacy: Proficiency in MS Office Suite and the ability to use job management systems.
- Other Requirements: A full UK driving licence and access to a vehicle (due to travel across various sites)
If you feel this Resident Liaison Officer position is of interest to you, please either apply for the position directly or call Natasha on (phone number removed). PLEASE email CVs to:
