RLO - Social Housing

We are seeking a Resident Liaison Officer (Customer Service Representative) who will play a key role in maintaining effective communication with residents in social housing properties across the Camden area during refurbishment projects. This role offers a mix of both on-site and office-based work, which may take place at a designated site office. This is an excellent opportunity for someone with good customer service experience to join a growing business within the social housing industry.

Since the position involves visiting multiple properties throughout the day, candidates must have a valid driver’s license and be comfortable with regular driving.

Key Responsibilities:

• Drafting communications related to access, work delays, changes in project scope, and addressing any issues that arise.


• Responding to residents’ questions and concerns through email, phone, or in-person home visits.


• Attending coffee mornings with the Foreperson to discuss upcoming construction activities.


• Collecting and recording Key Performance Indicators (KPIs) by gathering project booklets upon completion.


• Building and maintaining positive relationships with residents to ensure smooth project progress and resident satisfaction.

Qualifications & Skills:

• Strong interpersonal skills and experience in providing excellent face-to-face customer service. Previous experience as a resident liaison officer is helpful but not required.


• Excellent verbal and written communication skills.


• Excellent customer service skills


• Ability to communicate effectively with people from various backgrounds.


• Flexibility to adapt to residents’ needs.


• Strong organizational and time management skills to handle multiple tasks efficiently.


• Basic knowledge of IT systems and software.