Harmony Fire
Resident Liaison Officer
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Department: M&E - Delivery
Location: Edinburgh
Description
Harmony is on a mission to be the best life safety partner to work with and for. Rated an ‘Outstanding Employer’ by Best Companies in 2025, we are only getting bigger and stronger — and we’re looking for A-players to help us get there.
We are passionate about making a difference and obsessed with quality. Our goal is to build a world where every resident can sleep safely at night, knowing their home is 100% safe.
We are looking for a Resident Liaison Officer to be the friendly, professional face of Harmony on site — working directly with residents, clients, and delivery teams to ensure works are communicated clearly, concerns are handled promptly, and every resident feels informed, respected, and safe throughout.
This is a people-first role that sits at the heart of our project delivery. If you are a natural communicator who takes pride in doing right by residents and can hold your own in a fast-moving construction environment — read on.
Key Responsibilities
- Act as the primary point of contact for residents throughout the duration of works — managing expectations, answering queries, and resolving complaints quickly and professionally.
- Produce and distribute resident communications including letters, notices, and newsletters, ensuring residents are kept informed at every stage of the project.
- Carry out pre-start resident consultations and introductory visits, building trust and rapport before works begin.
- Coordinate access arrangements with residents and the site team, ensuring works programmes are not delayed due to access issues.
- Record and track all resident contacts, complaints, and feedback accurately, escalating unresolved issues to the Project Manager.
- Attend site meetings and resident engagement events, representing Harmony professionally at all times.
- Liaise with vulnerable residents, ensuring appropriate additional support and adjustments are in place.
- Support the site team with community relations — managing any noise, disruption, or safety concerns raised by residents or the wider community.
- Produce regular resident satisfaction reports and contribute to continuous improvement of the resident experience.
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Skills, Knowledge & Expertise
- An A-player mindset — high standards, extreme ownership, and the drive to do things properly, the first time.
- Proven experience in a resident liaison, customer service, or community engagement role — ideally within construction, housing, or a related environment.
- Excellent verbal and written communication skills — able to engage confidently with a diverse range of residents.
- Calm, empathetic, and professional under pressure — able to de-escalate difficult situations and find constructive solutions.
- Strong organizational skills — able to manage a high volume of contacts, complaints, and access arrangements simultaneously.
- Proficient in Microsoft 365 — particularly Outlook, Word, and Excel.
- Comfortable working on active construction sites and adhering to H&S requirements.
- Edinburgh-based and available full-time.
- Full UK driving licence.
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Job Benefits
This is a chance to be the human face of one of the UK’s fastest-growing fire safety specialists — working directly with residents across Edinburgh and playing a vital role in ensuring every project leaves communities safer and better informed. At Harmony, we ask a lot — and we give a lot back. The hours are real, the standards are high, and the work is demanding, but for those who show up, deliver, and go the extra mile, the rewards follow. A-players here enjoy a competitive salary, a company vehicle, a Personal Development Plan with ongoing training and mentoring, unlimited holiday, a bonus scheme paying up to 50% of annual salary, enhanced maternity and paternity, lunch, snacks, and refreshments on us every day at the office (fresh fruit and Takeaway Friday included), a team social budget, cycle to work, an auto-enrolment pension, two major company events a year, and our Reward and Recognition scheme — including European mini-breaks for those who go above and beyond. It is a collaborative, high-energy environment focused on doing things the right way — and none of it is a perk for showing up; it’s what we share with the people pulling the business forward.
Harmony Fire is an equal opportunity employer. We consider all applicants for employment regardless of age, disability, sexual orientation, gender identity, family or parental status, race, colour, nationality, ethnic or national origin, religion or belief. We want everyone who works with us to feel valued and to make a difference.
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