Resident Liaison Officers
| Company: | GoodPeople |
|---|---|
| Salary: | £30,000 to £38,000 a year |
| Hours: | Full-time |
| Location: | Lambeth, SE11 4PJ |
| Job type: | Permanent |
| Posting date: | 20 Oct 2026 |
| Closing date: | 19 Nov 2026 |
Summary
Resident Liaison Officer
Locations: Lambeth | Guildford & Waverley | Ilford
Salary: £30,000 to £38,000 per annum, depending on experience
Working Hours: Monday to Friday, 8:00am to 5:00pm
Benefits: Car allowance, fuel allowance and company pension
The Opportunity
We are seeking approachable, organised and customer-focused
Resident Liaison Officers (RLOs) to support building works across Lambeth, Guildford and Waverley, and Ilford.
Working closely with site and project management teams, you will act as the main point of contact between residents, building occupants and the project team. You will arrange access for planned works, communicate project information, manage concerns and complaints, and help minimise disruption to residents throughout the programme.
This role suits someone with excellent communication and interpersonal skills who can build positive relationships, handle sensitive situations with empathy, and maintain accurate records. You will also help identify vulnerable or high-risk residents so appropriate arrangements can be made before works begin.
Important to Know
- Locations: Lambeth, Guildford and Waverley, and Ilford. (specific which location you are applying for)
- Salary: £30,000 to £38,000 per annum, depending on experience.
- Working hours: Monday to Friday, 8:00 am to 5:00 pm.
- Benefits: Car allowance, fuel allowance and company pension.
- A full driving licence is essential.
- Good working knowledge of Microsoft Office is essential.
- The role involves visiting residents, arranging access to properties, and liaising with site teams.
- You must be comfortable handling confidential information and following health and safety procedures.
Key Responsibilities
Resident Liaison & Communication
- Build and maintain positive relationships with residents, occupiers and customer representatives.
- Act as the main communication link between residents and operational site teams.
- Explain planned works, provide project information and keep residents informed of progress and changes.
- Arrange resident visits and distribute clear, accessible communication materials.
- Organise meetings with resident groups or representatives where required.
Access & Work Coordination
- Arrange access to properties for surveys and planned works.
- Coordinate appointments with residents and site teams.
- Issue confirmation letters detailing survey dates, work schedules and agreed access arrangements.
- Conduct pre-works visits and establish individual resident requirements.
- Complete photographic or video surveys of property conditions, appliances and protective measures before works commence, together with the resident.
Resident Support & Customer Care
- Identify vulnerable or high-risk residents and communicate their needs to the Site Manager.
- Help ensure works are planned with appropriate consideration for individual resident circumstances.
- Respond to resident enquiries and manage complaints through to resolution, escalating issues when necessary.
- Conduct resident satisfaction surveys and use feedback to support service improvements.
- Provide aftercare information and support community initiatives where required.
Administration & Reporting
- Maintain accurate resident records and project documentation in line with the quality management system.
- Prepare monthly Resident Liaison Officer reports where required.
- Handle sensitive information confidentially and comply with GDPR requirements.
- Support the induction of new Resident Liaison Officers where required.
Health, Safety & Compliance
- Follow site safety, health, environmental and quality requirements.
- Wear appropriate personal protective equipment when required.
- Report hazards, incidents, near misses and resident health and safety concerns promptly.
- Follow lone-working procedures at all times.
Essential Requirements
- Full driving licence.
- Previous experience in an RLO role
- Previous SHEQ experience
- Strong interpersonal skills and the ability to build relationships with residents from different backgrounds.
- Good working knowledge of Microsoft Office.
- Strong organisation and administration skills, including accurate record-keeping.
- Ability to manage sensitive conversations, resident concerns and complaints professionally.
- A responsible approach to confidentiality, health and safety, and lone working.
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