SW-007-RLO-229

Resident Liaison Office (RLO)

£33,000 - £40,000 per annum Permanent role

Based in Epping (Essex)

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Minimum 2 years’ experience delivering Kitchen and Bathroom re-fits

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Working across occupied properties in the Epping/Essex area

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**Full UK driving licence** As a car/van and fuel will be supplied

Position good to knows

We are recruiting an experienced Resident Liaison Officer (RLO) to support delivery of a £2 million social housing kitchen and bathroom refurbishment programme based in Epping.

This is a permanent RLO role working closely with the Site Manager, subcontractors and client teams, acting as the main point of contact for residents living in occupied properties throughout the works.

The Resident Liaison Officer will play a key role in ensuring high levels of customer satisfaction, access management and clear communication across a fast-paced planned maintenance programme.

Key Responsibilities – Resident Liaison Officer

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Act as the primary point of contact for residents during kitchen and bathroom refurbishment works

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Provide clear communication on programmes, access arrangements and timescales

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Carry out pre-works visits, resident briefings and home consultations

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Support access arrangements for subcontractors and site teams

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Manage resident queries, concerns and complaints professionally

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Work with vulnerable residents to ensure needs are identified and supported

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Liaise closely with the Site Manager, Project Manager and client representatives

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Maintain accurate records, resident logs and communication trackers

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Support customer satisfaction surveys and aftercare processes

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Represent the business in a professional, approachable manner at all times

Project Details

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£2m planned maintenance contract

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Social housing kitchen & bathroom replacements

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Occupied properties

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High-volume programme (circa 8 kitchens per week)

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Long-term framework opportunity

Essential Experience

Proven experience as a Resident Liaison Officer, Tenant Liaison Officer or Customer Liaison Officer

Background within social housing, construction, refurbishment or planned maintenance

Experience working in occupied housing environments

Excellent verbal and written communication skills

Strong organisation and time-management skills

Confident dealing with residents, tenants and leaseholders

Comfortable working on site and independently

Desirable

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Experience on kitchen and bathroom refurbishment programmes

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Knowledge of social housing procedures and resident engagement

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Ability to manage challenging conversations calmly and professionally

What’s on Offer

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£33,000 – £40,000 basic salary

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Permanent, stable role

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Pension scheme

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Paid holiday entitlement

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Company phone / equipment

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Long-term social housing programme

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Supportive site and project team

How to Apply

Next step to apply for this role:

If you’re a qualified RLO looking for consistent work apply today or contact the ITS Property Maintenance team for immediate consideration.

ITS Property Maintenance are acting as an employment agency for this vacancy

ITS Property Maintenance specialise in working within the social housing sector where we work with: ✅ Housing Association ✅ Local Authority ✅ Direct Labour Organisation ✅ Maintenance Contractors ✅ Estates Department ✅ FM Contractors. Providing ✅Maintenance Trades and Labour Operatives ✅Operational Management Staff ✅Customer and Delivery Support Professionals