Senior Resident Liaison Officer

Senior Resident Liaison Officer (RLO)

Salary: Up to £36k + package

Location: Midlands

Job Type: Permanent

Fortus Recruitment Group is a leading recruitment agency specialising in the repairs & maintenance industry. We are currently working with a well-established contractor who is seeking an experienced Senior Resident Liaison Officer to join their planned maintenance team across the Midlands region. This role focuses on refurbishment and planned works projects within occupied residential properties.

As the senior point of contact for residents, you will play a key role in managing stakeholder relationships, resolving escalated issues, and ensuring a first-class customer journey throughout the lifecycle of the project.

Key Responsibilities

Lead resident engagement activities across multiple planned maintenance and refurbishment projects.
Act as the primary point of contact for residents, clients, and key stakeholders throughout the programme of works.
Coordinate appointments, property visits, and access arrangements to support project delivery.
Conduct resident consultations, home visits, and customer satisfaction surveys.
Manage and resolve complex resident complaints and escalations, ensuring positive outcomes.
Work closely with Contracts Managers, Site Managers, and operational teams to ensure projects are delivered on time and to a high standard.
Monitor resident satisfaction and identify areas for service improvement.
Maintain accurate records, project trackers, and client reporting requirements.
Support and mentor junior Resident Liaison Officers where required.
Ensure all resident liaison activities are delivered in line with client expectations and contractual KPIs.
What We're Looking For

Proven experience as a Resident Liaison Officer within planned maintenance, refurbishment, social housing, or construction.
Experience handling escalated complaints and managing stakeholder expectations.
Strong relationship-building and customer service skills.
Excellent verbal and written communication abilities.
Confident working with clients, residents, and operational teams at all levels.
Strong organisational skills with the ability to manage multiple projects simultaneously.
Proficient in Microsoft Office and project management systems.
Full UK driving licence and access to a vehicle.
Flexible approach to travel across the Midlands region.
Why Join Us?

Competitive salary and benefits package.
Career progression opportunities.
Employee referral scheme.
Ongoing training and professional development.
Employee wellbeing support.
Friendly and collaborative working environment.
If you are interested in this position, please apply or if you would like to have a confidential chat, please call our office and speak to Taylor Johnston.

Fortus Recruitment Group Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Fortus Recruitment is an equal opportunities employer.

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