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Rullion Logo Rullion · Construction

Resident Liaison Officer

United Kingdom, Solihull 15.00 - 18.00 GBP / Hour · Job Posted June 30, 2026
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Job Description

The Resident Liaison Officer (RLO) will primarily operate from an office-based setting, supporting project delivery teams through administration, coordination, and communication activities. While the majority of the role is desk-based, the RLO must be willing and able to attend site on an occasional basis to engage directly with residents, contractors, Housing Associations, and other stakeholders. This role is critical in ensuring smooth communication between all parties involved in energy efficiency and retrofit installation projects, particularly where residents may require additional support or accessibility considerations.

Job Responsibility

  • Provide high-quality administrative and coordination support for live projects (primarily office-based)
  • Act as a key point of contact for residents, contractors, and Housing Associations
  • Support resident communication via phone, email, and written updates
  • Attend site visits when required to engage with residents and stakeholders
  • Assist in managing project timelines, scheduling, and documentation
  • Log, track, and escalate complaints, queries, and operational issues appropriately
  • Support reporting requirements, including customer updates and internal tracking systems
  • Help ensure a positive resident experience and contribute to improving customer satisfaction (NPS)
  • Work closely with delivery teams to ensure smooth operational coordination across multiple projects

Requirements

  • Proven experience in resident liaison, customer service, administration, or community engagement (construction, housing, or energy sectors preferred)
  • Strong organisational and time management skills
  • Excellent written and verbal communication skills
  • Ability to explain technical information in a clear and simple way
  • Experience working with vulnerable residents or individuals requiring accessible communication
  • Comfortable working in a fast-paced, multi-stakeholder environment
  • Willingness to attend site visits when required
  • Full UK driving licence

Nice to have

  • Previous experience working with Housing Associations, local authorities, or advice centres
  • Background in retrofit, energy efficiency, or construction-related projects
  • Familiarity with compliance frameworks (e.g., BEIS or Local Authority schemes)
  • Experience with reporting or CRM/admin systems (e.g., MSD or similar platforms)
  • Understanding of delegated authority structures or accessibility-focused service delivery
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