About us

At Fulkers Bailey Russell, we’re not just about delivering projects; we’re about our impact, and our people – join us as an Senior Resident Liaison Officer as we continue an exciting period of growth and change.

Fulkers deliver exceptional professional construction consultancy services whilst striving to exceed clients’ expectations. We uphold a culture of openness, honesty and integrity and put these values at the heart of everything we do. We do this by ensuring our highly qualified staff are always on hand to be proactive and take fresh and innovative approaches when considering the needs of each client.

About you

As a Senior Resident Liaison Officer, you will be responsible for providing excellent resident liaison, growing engagement and supporting decanting to maximise the success of various client programmes in London.

What does the role involve

You will play a crucial role in managing relationships between the client and its residents. This position typically involves a mix of administrative, customer service, and supporting other RLO’s. Under the guidance of the RLO manager, apply project management skills to successfully deliver a complex decant programme, so that tight deadlines are achieved, whilst minimising disruption to residents:

• Ensure residents are informed, addressing their concerns, and enhancing overall resident satisfaction.
• Organize and coordinate one-to-one meetings to encourage resident interaction.
• Maintain open channels of communication through newsletters, emails, and letters.
• Act as the primary point of contact for residents, addressing inquiries, concerns, and requests promptly and professionally, to avoid confusion, misunderstandings and minimise any concerns over the programme. Attend weekly client meeting on site or via Team’s.
• Assist residents in resolving conflicts, disputes, and construction issues.
• Collaborate with the RLO Manager and project management team to ensure timely resolution of resident concerns.
• Maintain accurate resident records, including contact information, leases, and communication history.
• Prepare reports on resident feedback.
• Assist in resident move-ins and move-outs by providing necessary information to residents and coordinating with the relocation manager.
• Conduct regular surveys and collect feedback from residents to identify areas for improvement.
• Collaborate with the project management team to address complex resident issues and escalate when necessary.
• Providing support to less experienced RLO through training and mentorship.
• Under the guidance of the RLO Manager, work alongside the PM team to apply project management to successfully deliver a complex decant programme, so that tight deadlines are achieved, whilst minimising disruption to residents:
• Under the guidance of the RLO Manager, regularly record, monitor, update and report on the key risks affecting the decant programme and undertake appropriate actions to mitigate risks and investigate any complaints made by residents about the contractor.
• Record, monitor and report on the progress of the programme on a regular basis
• Collaborate proactively with the contractor’s resident liaison staff to identify households who are struggling with the demands of the programme and identify solutions in conjunction with the affected residents.
• Report on risks, issues, and key tasks daily, so that all parties understand any implications for the refurbishment programme and can work to avoid delays.
• Work with the RLO Manager to develop, implement and regularly review the resident engagement strategy to ensure we maintain strong engagement throughout the decanting programme and ensuring any newly arising challenges or risks can be effectively managed.
• Ensure information provided is clear and consistent during all engagement with residents.
• Maintain a good understanding of programme plans to ensure that the residents have accurate information and that you provide the link between the contractor/developer on tenant decanting arrangements
• Working between an office and construction sites.
• Always take personal responsibility for the health and safety of self and others by working within the Health and Safety policy and procedures.
• Endeavour to improve our social and environmental impact
• Any other duties as reasonably required of my role.

Requirements

• Experience of consulting and maximising engagement with residents.
• Management of large-scale decanting programmes.
• Planning and organisational skills.
• Excellent Computer skills in Microsoft products, including Outlook, Word, Excel, PowerPoint.
• Ability to work flexibly with limited supervision, setting your own targets and achieving Experience of engaging and consulting with residents.
• Communication skills to support interaction through a wide range of sources with a diverse range of customers, suppliers, and stakeholders.
• Development of resident engagement plans to maximise resident engagement.
• Supporting junior members of the team.
• Ability to effectively communicate with senior managers.
• The ability to plan and execute projects effectively, meeting deadlines and objectives.

Benefits

Joining us at Fulkers Bailey Russell isn’t just about being part of a great team—it’s a thrilling journey packed with fantastic perks! We believe we are a great place to work and for people to develop their careers - we strive to satisfy the career aspirations of our people in a friendly, professional, environmentally and socially positive way. Here’s what’s on offer;

• Enjoy 33 days of holiday (including bank holidays), growing with an extra day after five years of service.
• An additional day off on your birthday.
• Health cover and benefits from day one and x 2 salary death in service coverage.
• Annual company bonus and salary review.
• A company pension.
• We cover membership fees for relevant professional bodies.
• Career development, chartership learning support and training opportunities to support your continuous growth