Resident Liaison Officer - Maida Vale

Equans is recruiting for a Resident Liaison Officer (RLO) to join our team in Maida Vale, West London, supporting the delivery of refurbishment and retrofit works on social housing schemes across the area. If you’re passionate about delivering excellent customer service, experienced in resident- or tenant-facing roles, and committed to making a positive impact in local communities—this could be the ideal role for you.

As an RLO, you will act as the principal point of contact for residents living in homes undergoing improvement works. You’ll ensure they feel informed, respected, and fully supported before, during, and after the programme—helping achieve smooth delivery on site and high levels of customer satisfaction.

What will you deliver?

• Serve as the first point of contact for residents affected by planned works
• Provide clear, timely and accurate communication before, during, and after works
• Liaise with site teams, contractors and external partners to coordinate access and scheduling
• Prepare and distribute resident letters, information packs, surveys and engagement materials
• Log, track and help resolve resident queries, complaints and concerns
• Maintain detailed records of contact, visits, access issues, safeguarding notes and resolutions
• Work closely with site management to minimise disruption and support efficient delivery
• Identify and support vulnerable residents, ensuring safeguarding procedures are followed
• Promote a positive image of Equans on site and in the community
  
  
  

Who are you?

• Experience as a Resident Liaison Officer, Housing Officer, Customer Service Advisor, or similar role (construction, housing or regeneration experience is highly desirable)
• Excellent communication and interpersonal skills, with the confidence to engage sensitively with residents
• Strong organisational skills and the ability to manage your own workload
• Calm, professional approach to resolving challenges and complaints
• Good administrative and record-keeping ability
• IT literacy, including Microsoft Office
• Full UK driving licence preferred
  
  
  

What can we offer you?

• 25 days annual leave (+ public holidays)
• Life cover equivalent to 2× annual salary
• Employee shopping discounts across major brands
• Gym membership discounts
• Cycle-to-work scheme and holiday purchase options
• Two paid corporate social responsibility days per year
• A wide range of training and professional development opportunities
• A friendly, supportive work culture focused on growth and wellbeing
  
  
  

At Equans, we believe in creating inclusive, diverse workplaces that reflect our communities. We welcome applicants from all backgrounds and are committed to supporting your development and wellbeing throughout your journey with us.