Resident Liaison Manager - 12 Month FTC/Secondment

Lead resident engagement and shape major housing improvements across our estates As our Resident Liaison Manager, you’ll lead our frontline engagement, ensuring our residents are genuinely heard and supported as we deliver major, multi-million-pound refurbishment projects across their homes and estates. It’s a role with real community impact—a chance to champion resident voices, unpick complex site challenges and build lasting trust across Kensington and Chelsea. Lead resident engagement and shape major housing improvements across our estates As our Resident Liaison Manager, you’ll lead our frontline engagement, ensuring our residents are genuinely heard and supported as we deliver major, multi-million-pound refurbishment projects across their homes and estates. It’s a role with real community impact—a chance to champion resident voices, unpick complex site challenges and build lasting trust across Kensington and Chelsea. What you’ll be doing Your focus will be leading our frontline resident liaison team, managing up to four Resident Liaison Officers. You’ll provide steady, supportive leadership—holding regular one-to-ones, nurturing positive team dynamics and championing continuous staff development. Day to day, you’ll oversee casework, maintain high health and safety standards for lone working and work closely with project managers, contractors and delivery consultants to keep our community at the very heart of our capital delivery programme. A key part of the role will involve taking the lead on complex capital works schemes. You’ll step straight into major estate projects, including the Silchester refurbishment, to help unpick historical delays, resolve complex access challenges and rebuild local confidence. Being visible and approachable on our estates is essential: you’ll build constructive relationships with residents’ associations and compacts, develop tailored communication plans and involve residents directly in consultation so their views genuinely shape how works are carried out. When issues or frustrations arise, you’ll step in with empathy, calm problem-solving and proactive conflict resolution. You’ll act as a trusted senior escalation point for complaints, monitor project performance and capture lessons learned, to continuously improve our housing services. For further details, please review the Job Description and Person Specification What you’ll bring You’ll bring a degree or equivalent with practical experience within housing, public sectoror community engagement, alongside a strong track record of supporting tenants and leaseholders through capital works programmes. As an approachable and capable leader, you have proven experience managing frontline teams, mentoring colleagues and fostering a collaborative, high-performing environment. You’re adept at project management and data reporting, with the initiative and drive to take ownership and unpick complex site challenges alongside contractors and technical teams. Resilience and empathy are essential qualities for this role. You’ll have extensive experience working with diverse and vulnerable communities, bringing patience, emotional intelligence and calm problem-solving to sensitive or difficult conversations. Most importantly, you share our core values of respect, integrity and putting communities first. You’ll bring the resilience to protect the Council’s interests while ensuring local people always feel heard, valued and treated fairly, with the flexibility to attend occasional evening or weekend resident meetings to support the community. Why join us At RBKC, we’re all in – investing in our people, our communities and our future. You’ll join a supportive, collaborative team that values your voice, looks out for one another and takes your personal and professional growth seriously. We are committed to helping our staff develop, actively investing in your skills through our dedicated We Are Learning Hub, comprehensive leadership programmes and mentoring