R/TLO Resident Liaison Officer

Description:

As a Resident Liaison Officer, you’ll be the face of our client on one of our most exciting and socially impactful projects to date. This innovative retrofit project will deliver cleaner, more efficient heating to hundreds of homes, helping residents reduce their bills while cutting carbon emissions.
You’ll support residents through each stage of the project:
This is a dynamic and fast-paced role where you’ll need to think on your feet, remain calm under pressure, and balance the needs of multiple stakeholders. In return, you’ll join a dedicated and supportive team offering training, encouragement, and opportunities to truly make the role your own.
Key Responsibilities
* Build trust and strong, positive relationships with residents, providing a clear, friendly, and accessible point of contact throughout the project lifecycle.
* Coordinate and attend resident meetings, drop-in sessions, and consultations to provide advice, answer questions, and ensure an inclusive process.
* Communicate project updates, timelines, and key information in a timely and accessible manner using a range of channels, ensuring residents are informed and engaged.
* Act as an advocate for residents’ interests, capturing concerns, feedback, or issues, and proactively resolving or escalating these within the project team.
* Coordinate access arrangements, surveys, and appointments, making sure residents experience minimal disruption.
* Support the delivery and follow-up of customer satisfaction surveys and engagement activities, continuously improving the resident journey.
* To work collaboratively with the project management team
* Champion accessibility and inclusion, ensuring engagement activities reach all residents, including those requiring additional support or adjustments.
Skills, Attributes and Previous Experience
* Demonstrable experience in resident liaison, customer service, community engagement, or similar people-focused roles.
* Experience of working within a social housing environment desirable
* Outstanding communication, listening, and empathy skills, with the ability to build trust with people from diverse backgrounds.
* Confident at handling sensitive issues, facilitating dialogue, and resolving concerns proactively and respectfully.
* Strong organisational skills, able to plan and deliver on-site meetings, coordinate multiple activities, and manage competing priorities.
* Proactive, solutions-focused approach with genuine care for excellent resident experiences.
* Comfortable with IT (email, meeting platforms, databases) and able to quickly learn project-specific systems.
* A flexible approach to occasional evening or weekend activities to support resident needs.
* Passion for sustainability, social impact, and making a difference within the community.
* Must hold (or be willing to obtain) a current Disclosure Scotland (DS) check