Resident Liaison Officer

To provide a dedicated, responsive and customer focused frontline service to residents affected by high rise building safety and decant programmes. The role acts as the primary point of contact between residents, contractors and the council’s project teams, ensuring concerns are addressed promptly, communication is clear, and support is provided throughout the duration of the works.

The postholder resolves the majority of day to day issues directly, helping maintain trust, minimise disruption and support the safe, timely and efficient delivery of the building safety programme.


Skills:

The ideal candidate is someone who will:

• Have experience in customer-facing roles withing housing, resident liaison or another frontline service environment.

• Demonstrate excellent communication skills, both written and verbal, and the ability to handle sensitive or challenging conversations.

• Be able to interpret project-related information and explain it clearly to residents.

• Be able to adapt to residents' individual needs and circumstances, including those who are vulnerable.

• Be able to stay calm and resilient during periods of high demand or emotionally intense situations.

• Have a good standard of general education, including GCSE (or equivalent) in English and Maths.

• Is physically able to work across high-rise buildings, including using stairs, visiting individual properties, and attending various on-site meetings.

• Have a valid driving license and access to a vehicle to be able to effectively travel to assets as necessary.

• Experience of working with and communicating with a wide range of stakeholders including Members, Directors, Assistant Directors, and other senior staff across the council.

• Have experience of managing and safeguarding sensitive resident information, including personal data, vulnerabilities, decant plans and correspondence, ensuring all handling complies with data protection and confidentiality requirements.

• Can balance personal safety, resident welfare and project needs simultaneously especially when working in a range of challenging working conditions.