Trainee Resident Liaison Officer

Join a renowned property services provider in the South and Southeast, with extensive experience serving the public sector. This company consistently achieves award-winning outcomes through creative, sustainable, socially responsible, and environmentally aware approaches.

Job Description: Trainee Resident Liaison Officer (RLO)

As a Trainee Resident Liaison Officer (RLO), your primary role will be to bridge communication between residents, the project site team, and the client. You will play a key part in ensuring works are carried out smoothly and with minimal disruption to residents, while supporting the project’s progress. This role is site-based, and you may be assigned to work across multiple sites as needed. As you gain experience, additional responsibilities may be allocated to you.

Main Responsibilities:

• Confidentiality: Always uphold strict confidentiality concerning all client information.
• Equal Opportunities: Operate in accordance with the company’s equal opportunities policy, ensuring its implementation within your area of responsibility.
• Diary Management & Reporting: Maintain the Resident Liaison daily diary, ensuring all incidents and appointments are logged accurately. Provide weekly reports to the Site Manager or Contracts Manager.
• Understanding of Works: Develop a thorough understanding of the project scope, schedule, and required works.
• Communication with Residents: Prepare and distribute all communications, such as letters or notices, to residents regarding project updates, timelines, and any important information.
• Resident Charter & Logs: Establish and maintain a resident charter, alongside logs for comments, queries, and complaints.
• Pre-Works Visits: Conduct pre-works visits to explain the nature and methods of the work to residents. Arrange and complete condition surveys and Household Profiles.
• Documentation & Administration: Issue letters, including four-week notices and induction letters, detailing important information such as insurance, scaffolding, project background, and site contacts.
• Resident Engagement: Keep residents informed of any changes or progress updates, and address cancellations or delays in a timely manner.
• Regular Site Visits: Perform regular checks on residents throughout the day and at the end of each working day to ensure their needs are met.
• Access Management: Coordinate with residents and the client’s RLO or Housing Officer regarding bookings and appointments, ensuring access is granted when needed.
• End of Day Inspections: Ensure services are restored at the end of each day, conducting inspections as needed.
• Health & Safety: Immediately inform site management of any health and safety concerns, ensuring compliance with all safety protocols.
• Special Resident Needs: Be attentive and sensitive to the needs of vulnerable residents, such as the elderly or those with disabilities.
• Protecting Residents’ Property: Ensure dust sheets are provided, and residents’ belongings, particularly valuable items, are adequately protected during works.
• Claims & Complaints: Manage claims, complaints, and compensation requests with care and in a timely manner.
• Resident Meetings & Events: Be available for resident meetings, surgeries, and client meetings, including out-of-hours events such as Open Days or Fun Days.
• Public Relations: Handle public relations issues, referring any concerns to your Line Manager when necessary.

Additional Responsibilities:

• RLO Procedures Manual: Familiarise yourself with the RLO procedure manual and apply its guidelines to your work.
• Training: Attend compulsory Health & Safety and IT training as directed by your Line Manager. Participate in any other courses identified to enhance your skills.

Person Specification:

• Customer Care/Sales Experience: Background in customer care or sales is preferred, showcasing strong communication skills and an empathetic approach.
• Teamwork: Ability to work collaboratively within a team to achieve project goals.
• IT Skills: Competent in using Microsoft Word and Excel.
• Driving Licence: A valid driving licence and access to a car are required for this role.