Resident Liaison Officer

We have an exciting opportunity for a Resident Liaison Officer to join our Planned Division at Guildmore! You will be based at one of our sites in North London and may be required to travel to other locations when the project is complete.

The RLO will collaborate with clients, project teams, operatives, and subcontractors, delivering clear and concise communication to residents both verbally and in writing. The goal is to advance works with minimal disruption, always prioritising exceptional customer focused service delivery.

We’re looking for someone with excellent communication skills and the ability to think on their feet. Previous experience as a RLO is essential.

Key Responsibilities:
 Planned Works

• Maintain strict confidentiality regarding resident information in line with GDPR requirements.
• Understand the works, programme, and scope of works.
• Schedule appointments with residents and maintain booking and non-access schedules using our process management system. Issue weekly reports to site and contracts management teams.
•  Prepare and organise the distribution of all communications (letters, newsletters, booklets) to residents using positive, simple, and engaging language.
• Proactively deal with tenant enquiries and liaise with project delivery teams to keep residents informed of any changes, cancellations, progress updates.
•  Attend any courses that your Line Manager has identified for you to enhance your training.

Consumer Standards

•  Be aware of the Consumer Standards set by the Social Housing Regulator and assist our clients in realising their obligations under such.
•  While in residents' properties, conduct additional checks and surveys, and discreetly report any concerns regarding condition and decency standards, including issues like damp and mould, to the client organisation.
•  Complete Resident Satisfaction Scoring (RSS) on completion of all work instructions in the format specified.
•  Listen to resident concerns, make a note of all interactions on our process management system (EasyBOP) and refer any key issues to your line manager.
•  Our RLOs will interact regularly with residents and will be expected to attend training ‘Dementia Friends’ and ‘Safeguarding’ and report any

Collaboration and Communication:

• Collaborate with clients, contractors, internal teams, and other stakeholders to ensure the
• delivery of an effective customer focused service.
• Acts as an ambassador for their team. Meet regularly with staff, involves them in decisions, asks
• their opinion, uses their knowledge and experience to deliver a better service.
•  Communicate effectively to ensure alignment and understanding.
•  Participate in regular project review meetings to discuss aftercare progress and challenges.

This is an excellent opportunity to join a growing company and develop your career.

If this sounds like something you would like to explore further and you have the appropriate background, then please apply now!