Resident Liaison Officer (RLO)

mnm-properties; Greater London; On-site; GBP 28,000 - 32,000; Full time

Job summary

A social housing maintenance company in Greater London seeks a Resident Liaison Officer (RLO) to provide essential support and communication for residents during maintenance works. This role emphasizes equality, diversity, and community engagement. Candidates should have strong customer service skills, confidence in working independently, and the ability to foster positive relationships. The position offers a supportive work culture, training opportunities, and a comprehensive benefits package including holidays and pension.

Benefits

20 days holidays plus bank holidays

Training and career development

Health and leisure discounts

Private pension

Recognition schemes

Qualifications

• Experience in a high-volume, fast-paced environment.
• Desirable but not essential experience in resident liaison.
• Driving license required.

Responsibilities

• Act as the first point of contact for residents during works.
• Provide professional service and positive experiences.
• Handle queries, complaints, and concerns promptly.
• Encourage positive relationships between residents and contractors.
• Support community projects and engagement initiatives.

Skills

Customer service experience

Time management

Interpersonal skills

Ability to adapt communication

Experience with computerised systems

Job description

🌟 We’re Hiring: Resident Liaison Officer (RLO) 🌟

Location: Chingford
Hours: Mon – Fri, 8am – 5pm
Salary: 28k – 32k per annum

At our social housing maintenance company we are committed to delivering high-quality refurbishment, maintenance, and improvement works—always with residents at the heart of what we do. We are proud to champion Equality, Diversity, and Inclusion (EDI), ensuring every resident and colleague feels respected, supported, and valued.

As a Resident Liaison Officer, you will provide front‑facing support and advice to residents, deliver proactive communication throughout the works life cycle, and ensure the customer is at the heart of everything we do—meeting the needs of our business, our clients, and our customers.

What You’ll Be Doing

• Acting as the first point of contact for residents during planned works.
• Providing a front-line professional service and a positive, face‑to‑face experience.
• Organising consultation meetings, pre-entry surveys, and progress visits.
• Ensuring customer appointments are attended on time and to standard.
• Handling queries, complaints, and concerns promptly, professionally, and inclusively.
• Supporting customer engagement activities across all channels.
• Coordinating with contract team and housing staff to minimise disruption.
• Distributing updates in clear, accessible, and inclusive formats.
• Recording and reporting interactions, complaints, and resolutions accurately.
• Encouraging positive relationships between residents, contractors, and the company.
• Conveying accurate and timely information in simple, clear terms.
• Monitoring satisfaction, championing customer insight solutions, and feeding improvements back into operational teams.
• Supporting community projects and engagement initiatives.
• Championing EDI by ensuring fair treatment, equal access, and respect for all residents.

Role Criteria & Skills

• Experience of handling multiple tasks in a high-volume, fast-paced environment.
• Experience in customer service, resident liaison, or a community-facing role (desirable, not essential).
• Strong customer experience ethos, with excellent written, verbal, and interpersonal skills.
• Good time management, planning, and organisational skills.
• Experience with computerised systems and accurate record-keeping.
• Ability to adapt communication for diverse communities and needs.
• Confidence to work independently and collaboratively in partnership with local teams.
• Experience in service improvements, collaborative working, or community projects is an advantage.
• Driving License required.

Why Join Us?

At MNM, we don’t just maintain homes—we build trust, create opportunities, and invest in people.

We offer:

• A supportive and inclusive culture that celebrates diversity and promotes equity.
• Training and career development opportunities.
• 20 days holidays plus bank holidays
• A benefits package including health, leisure, and shopping discounts, private pension, and recognition schemes.
• The chance to make a real impact on residents’ lives every day by helping deliver sustainable, future‑ready homes.

If you’re passionate about people, committed to equality, and want to play a key role in improving communities, we’d love to hear from you.