Resident Liaison Officer (RLO)

The Resident Liaison Officer will act as the primary point of contact between residents and the project delivery team throughout the heat network upgrade works.

The role will be particularly focused on coordinating access to occupied properties for HIU replacement works, keeping residents informed, managing appointments and ensuring resident requirements are communicated effectively to the site team.

The RLO will work closely with the Site Manager, Site Supervisor, Project Manager and installation teams to maintain a reliable programme of property access and minimise disruption to residents.

• Resident communication & engagement
• Act as the principal day-to-day contact for residents affected by the works.
• Build positive and professional relationships with residents throughout the project.
• Clearly explain the scope of works, installation process, anticipated duration and likely disruption.
• Prepare and distribute appointment letters, access notices, reminders and general project communications.
• Provide appropriate notice of heating/hot-water interruptions and other planned disruptions.
• Respond promptly and professionally to resident questions and concerns.
• Ensure communications are clear, accessible and appropriate for individual resident requirements.
• Maintain regular communication with NHG's resident/housing teams where required

• Previous experience in a Resident Liaison Officer, Tenant Liaison Officer or similar customer-facing role.
• Experience working on occupied residential refurbishment, maintenance or construction projects.
• Strong communication and interpersonal skills.
• Experience arranging appointments and coordinating access to occupied properties.
• Strong organisational and administrative skills.
• Ability to manage a high volume of residents and appointments simultaneously.
• Good IT skills, particularly Microsoft Excel, Outlook and Teams.
• Ability to maintain accurate records and trackers.
• Experience dealing professionally with complaints and challenging situations.
• Understanding of confidentiality and data protection.
• Ability to work effectively with construction/site teams.