Project Delivery Resident Liaison Officer

JOB DESCRIPTION Our Planned Investment Delivery teams deliver a cyclical programme of improvements that enhance the quality and safety of our residents' homes. We are delighted to be expanding our Planned Investment Resident Liaison Officer team and have a new opportunity for a full-time, permanent Project Delivery Resident Liaison Officer, covering the London region. This is a full time, permanent role with your time being split between site visits, office-based working and some home working. Occasional travel to our central London office will be required. As a Resident Liaison Officer, your primary purpose will be to build strong, positive relationships with residents, ensuring they are consulted on planned investment works that will improve their homes. You will organise and attend resident meetings and drop-in surgeries, clearly communicating the scope, timing and impact of works. You will work closely with resident groups and colleagues across Guinness to ensure that residents'
views are listened to, concerns are addressed, and all stakeholders are kept informed throughout individual projects and the broader the programme for your region. You will drive high levels of resident satisfaction and identify areas for improvement. What we are looking for Our residents are at the heart of everything we do, and we believe that how we deliver services is just as important as what we deliver. You will bring excellent communication and interpersonal skills, strong organisational ability, and a genuine commitment to delivering a high-quality service. Ideally, you will also have a good understanding of large-scale property improvement programmes and their impact on residents. Essential skills & experience Proven experience of delivering proactive, high-quality customer service. Strong ability to communicate clearly, influence positively and negotiate effectively with both internal and external stakeholders. The ability to work under pressure and manage competing priorities

to meet deadlines. Experience of dealing effectively with complaints and customer feedback. Sound understanding of social housing legislation and tenancy management. Experience of working collaboratively with customer groups, panels or external agencies to develop and embed best practice, ideally within a registered social landlord or similar organisation. Good working knowledge of Microsoft Office. Desirable skills & experience An understanding of property improvement and investment programmes. Experience of supporting residents through planned programmes. Essential qualifications Educated to GCSE Level (or equivalent) CIH Level 3 in Housing (desirable) To find out more about the key responsibilities and to view the essential and desirable criteria, please review the role profile. Please apply with a CV and covering letter, detailing how you meet the essential criteria. Remote interviews are planned for week commencing 11th May 2026. TGPCVL