Project Liaison Officer

We’re pleased to announce an opening for a 7-month period from January 2026 to oversee a pilot project within the Housing Property Services team.

This initiative aims to strengthen our communications approach during emergency situations and enhance the experience of residents during service disruptions. The role will be undertaken as an honorarium and is graded as PO2.

The role will focus on managing, refining, and maintaining clear and effective communication procedures and systems for emergencies such as communal heating failures, lift breakdowns, water supply interruptions, and power outages while working closely with the Business Liaison team and supporting delivery of the customer service action plan as well as other projects.

• Manage and continuously improve standardized communication procedures for emergency scenarios affecting residential properties.
• Maintain and refine templates for the out-of-hours team to issue consistent and accurate updates to residents, senior managers, councillors, and other escalation contacts.
• Oversee systems for sending updates directly to affected residents via appropriate channels (e.g., SMS, email, phone), adjusting as needed throughout the pilot.
• Liaise with contractors to ensure timely and accurate progress updates are provided to residents.
• Work closely with tenancy teams to identify and support vulnerable residents during incidents.
• Act as the central point of contact between Housing Property Services, out-of-hours services, contractors, tenancy management teams, and other stakeholders during emergencies.
• Provide clear, timely briefings to senior managers and councillors on live incidents.
• Manage a SharePoint site to log all emergency incidents, including actions taken, communications issued, and follow-up required.
• Coordinate post-incident reviews to identify lessons learned and feed insights back into service and contractor management.
• Collaborate with IDS to support technical solutions that reduce manual processes in the communication chain.
• Contribute to the specification and testing of new IT tools or upgrades to existing systems.
• Deliver training and support materials to out-of-hours teams to ensure confident use of templates, systems, and procedures.
• Undertake any additional duties consistent with the grade and level of responsibility of this position.
• Knowledge of various housing-related services, in particular repairs and maintenance services, and the importance of these services to tenants, leaseholders, and the reputation of the council.

• Social housing: 2 years (required)
• Project Liaison Officer: 2 years (required)
• RQ1645478: 1 year (required)

Job Types: Full-time, Contract