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Resident Liaison Officer

Requisition ID: 46992

Domain: Support Services/Customer Services and Administration

Contract type: Permanent

Schedule: Full-Time

EQUANS is recruiting a Resident Liaison Officer to join our team covering sites in Harrow. This is a full-time permanent role offering a competitive market salary, company car and benefits package.

We have strong relationships with our client and a healthy pipeline for work for the future, therefor for the right candidate we can offer career development and progression opportunities.

 What will you deliver?

The role of the Resident Liaison Officer (RLO) is a vital one. For many residents the RLO is the first person they will meet from EQUANS before any works commence, and they remain the point of contact through to completion. Through the RLOs words, actions and commitment to giving great service, an impression of the company will be formed in the minds of our customers that will directly reflect on our good name.  You will need to promote, protect and monitor our clients’ high standards of customer satisfaction by ensuring compliance guidance and regulation is adhered to.  The RLO also facilitates the smooth running of projects by building and maintaining positive relationships to ensure effective liaison between the residents, sub-contractors, client representatives and the EQUANS team. 

  • Visit each resident prior to work commencing to introduce the company and communicate the scope of works; this may involve lone working.  Give residents contact numbers and a pack detailing the full RLO and project process.
  • Seek continuous improvement in resident liaison procedures whilst sharing best practice with other departments.
  • Assessing where high risk/vulnerable residents are present and ensuring the Site Manager tailors works according to the risk level and ensure that any safe working practices are adhered to (i.e. don’t attend the property alone).
  • Carry out a property condition survey, floor protection and appliance survey with photographs with the Resident before works start in the home.
  • Undertake Post Inspections further to issues brought to light
  • Establish resident’s individual requirements by carrying out an initial resident profile, documenting any points discussed and tailoring individual plans accordingly. Work with site staff to implement effective practices.
  • Develop effective working relationships with client representatives (i.e. the housing department) to reduce duplication and ensure consistency of information and approach, keeping tenants fully informed with regard to the programme, delays and planning of works. This supports in maintaining positive relationships and reputation with the client for future schemes and bids.


Who are you?

  • Previous resident liaison officer experience 
  • Previous customer service including face to face and telephone enquiries
  • Excellent verbal and written communication skills
  • Basic understanding of construction in social housing and occupied homes
  • Full driving licence


What can we offer you?

We have strong relationships with our client and a healthy pipeline for work for the future, therefor for the right candidate we can offer career development and progression opportunities

On offer is a competitive salary, company car and benefits package, which includes;

  • Pension Scheme
  • 24 days annual leave (+ public holidays)
  • Life Cover equivalent to 1 times annual salary
  • 24/7 Employee Assistance Program and access to mental wellbeing app
  • Employee discount shopping schemes on major brands and retailers
  • Gym membership discounts
  • Cycle to work scheme
  • Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes


Who are we?

Equans is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros.  

In the UK & Ireland, Equans is a provider of technical, FM, regeneration and energy services – with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables.

Equans’ 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live.

Equans is a Bouygues group company.


What’s next?

If this role is of interest to you, please click below to register, apply and track your progress! A member of our Resourcing Team will review your application and be in touch.

At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work. You’ll also have access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Professionals Network) and our Disability Network.

For this role, you must have evidence of the right to work in the UK. Unfortunately we are not able to offer a re-location package with this job role.  Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements.

The EQUANS Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to EQUANS Managers.

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EQUANS is a multi-technical expert that offers a comprehensive range of services across facilities management, energy management and construction.

As an international market leader, we help our customers in the 3 major transitions of today: the energy transition, the industrial transition and the digital transition.