Resident Liaison Officer – Construction

Warrington, Cheshire
Henley Chase Limited

Job Title: Resident Liaison Officer

Location: Northwest

Contract Type: Contract

Salary: Competitive benefits

Role Purpose

Act as the key communication link between residents, project teams, and clients, ensuring residents are informed, supported, and engaged throughout the construction programme while minimising disruption and maintaining high satisfaction levels.

Key Responsibilities

Resident Engagement

• Build and maintain positive relationships with residents.
• Conduct home visits, meetings, and drop-in sessions.
• Provide clear and timely updates on works schedules and progress.

Communication & Coordination

• Draft and distribute newsletters, notices, and other resident communications.
• Coordinate access arrangements with residents for scheduled works.
• Liaise between residents, contractors, and site teams to resolve issues quickly.

Customer Care

• Respond promptly to resident queries, complaints, and concerns.
• Support vulnerable residents by liaising with housing officers and external agencies.
• Manage feedback processes and escalate issues where necessary.

Project Support

• Assist in scheduling works to minimise resident disruption.
• Maintain detailed records of communications, access arrangements, and appointments.
• Support the handover process, including resident inductions and aftercare.

Compliance & Reporting

• Ensure resident engagement meets relevant standards and requirements.
• Maintain accurate logs of complaints, resolutions, and resident interactions.
• Produce reports on resident satisfaction, risks, and issues.

Health, Safety & Environment

• Promote safe working practices in occupied properties.
• Conduct risk assessments for resident-related activities.
• Ensure residents are aware of safety measures during works.

Skills & Experience

• Proven experience as a Resident Liaison Officer or in a customer-facing housing/construction role.
• Strong communication, empathy, and conflict resolution skills.
• Organised and proactive, with the ability to balance multiple priorities.
• Experience supporting vulnerable residents (desirable).
• IT proficiency (MS Office; experience with CRM/resident management systems preferred).

Role Goals

• Ensure effective two-way communication between residents and project teams.
• Minimise disruption to residents through proactive planning.
• Achieve high resident satisfaction scores.
• Support project delivery:
• Safely
• On time
• With minimal disruption
• To the required quality