Resident Liaison Officer - FTC

Salary:
£32,000.00 - £37,000.00 Per year
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We're looking for an experienced Resident Liaison Officer (RLO) for this 12 month Fixed Term Contract to support a complex programme of building safety remediation works, including EWS1 compliance. You'll act as the key point of contact between residents, contractors, and internal teams, ensuring clear communication, resident welfare, and a positive customer experience throughout the works.
This is a largely autonomous role requiring strong judgement, excellent communication skills, and the ability to manage sensitive situations confidently.
Key responsibilities
Act as the main liaison between residents, contractors, and stakeholders
Deliver resident engagement plans, meetings, drop-ins, and home visits
Produce clear resident communications (letters, newsletters, updates, bulletins)
Support building safety compliance and escalate safety concerns
Mediate disputes and support Stage 1 complaint responses
Support resident decants, including needs assessments and compensation
Coordinate contractor access and monitor performance
Work flexibly, including occasional evenings, weekends, and out-of-hours responses
About you
Essential:
Proven experience in resident or stakeholder engagement
Strong communication and conflict-resolution skills
Ability to work independently with minimal supervision
Good IT skills, including Microsoft Office
Flexible approach to working hours
Enhanced DBS check required
Desirable:
Housing or social housing experience
Decant or resident relocation experience
Contractor or service-contract management experience
Full UK driving licence and access to a vehicle
Job Description
We have some great benefits at SNG, including:
25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
Chance to buy or sell holiday as part of our flexible benefits package
3 additional wellbeing days and 2 paid volunteering days
Generous matched pension scheme up to 12% and Life cover at 4x salary
Enhanced maternity/paternity/adoption pay
Options for private medical insurance, dental insurance and critical illness cover
Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service
At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG. Take a look at our careers site to learn more about us and our values.
Please note a Basic DBS check will be undertaken for the successful candidate.