Client Liaison Officer – Resident Liaison for Housing Services

About the role

Join a dynamic team supporting housing refurbishment programmes across Newham. As a Client Liaison Officer you will be the main point of contact for residents, ensuring they are informed, supported and confident throughout each project.

Key responsibilities

• Provide clear communication on project timelines, access requirements and potential disruptions.
• Conduct resident consultations, pre‑start visits, drop‑in sessions and post‑completion reviews.
• Support vulnerable residents by implementing necessary adjustments.
• Manage inquiries, complaints and escalations, ensuring timely resolutions.
• Collaborate with project managers, surveyors and contractors to enhance resident satisfaction and minimise access issues.
• Maintain accurate records and contribute to continuous service improvement initiatives.

Required profile

• Proven experience in housing management, resident liaison or customer service.
• Strong stakeholder management and communication abilities.
• Confidence engaging with residents, including in challenging situations.
• Familiarity with refurbishment, planned maintenance or capital works programmes.
• Education to A‑Level standard (or equivalent) with GCSE Maths and English.

Required skills

• Microsoft Office – ability to produce clear reports and documentation.

What we offer

• Competitive day rate of £300.
• Opportunity to make a meaningful impact in local communities.
• Varied role across high‑profile housing improvement projects.
• Collaborative environment within a major London local authority.