We are working with a well-regarded London borough to appoint a Resident Liaison Officer to support the delivery of a multi-million-pound estate-wide refurbishment. This frontline role plays a vital part in helping residents through significant works to their homes, ensuring a seamless, empathetic, and responsive service throughout the process. This opportunity would suit someone with experience in major works programmes, resident engagement, or housing management. You''ll need to be organised, people-focused, and confident working across a range of channels and situations-from supporting vulnerable households to coordinating decants and managing high volumes of communication. The Role Provide a responsive, empathetic liaison service to tenants and leaseholders affected by refurbishment or major works Act as the first point of contact for queries by phone, email, WhatsApp, or face-to-face - including on-site drop-ins and resident events Coordinate communications with residents including newsletters, FAQs, updates, and key messages across digital and printed platforms Liaise with contractors and consultants to ensure timely, resident-friendly updates and service delivery Support temporary and permanent rehousing processes as required Record and respond to resident complaints, concerns, or service requests in line with agreed processes Manage shared mailboxes and CRM case management, ensuring high-quality and timely updates Maintain accurate records of communication, v