Resident Liaison Officer

Job description

Job Title

Resident Liaison Officer

IR35 Status (Inside/Outside attach SDS)

PAYE

Expected Start Date

ASAP

Anticipated duration or End Date

6 months - Possibility to be made permanent

Hours of work (Please specify)

37 hours

Shift Patterns (Please give details)

Monday-Friday

Flexible Working (Home/Hybrid/Office)

Onsite / Hybrid

Office Location (If hybrid/Office Based)

Coventry

Frequency of days in the office

5 days a week

Any Specific Days in the office

To be confirmed

Any additional travel required

Travel to sites

Overview of the role - Team / Projects / Key challenges

The Resident Liaison Officer will work closely with project delivery teams, contractors, Housing Associations (HAs) and site managers, acting as the key point of contact for residents throughout the lifecycle of energy efficiency installations.

This is a full RLO role, covering resident engagement, customer service, site coordination, stakeholder management, issue resolution and reporting. The successful candidate will be responsible for ensuring residents are kept informed, supported and comfortable throughout the works.

A key focus of the role will be supporting vulnerable residents and customers who may have disabilities, accessibility requirements or additional support needs. The ability to adapt communication styles, understand individual circumstances and deal with sensitive situations professionally will therefore be essential.

Key Responsibilities

• Act as the main point of contact for residents throughout the project lifecycle.
• Build positive and professional relationships with residents, contractors, Housing Associations and internal stakeholders.
• Communicate planned works, access requirements, timescales and any changes clearly to residents.
• Identify and support vulnerable residents, including those with disabilities, accessibility requirements or additional support needs.
• Adapt communication and engagement approaches to meet individual resident needs and ensure information is accessible and understood.
• Carry out resident visits and engagement activities across Cambridge and surrounding areas.
• Manage resident concerns, complaints and technical queries promptly and sensitively.
• Work closely with site teams and contractors to resolve issues and minimise disruption to residents.
• Escalate operational, safeguarding, accessibility or customer concerns where appropriate.
• Work within delegated authority structures, using sound judgement when dealing with resident issues and escalating matters outside agreed authority levels.
• Maintain accurate records of resident interactions, issues, actions and outcomes.
• Coordinate multiple stakeholders and activities across different sites.
• Contribute to delivering a positive customer journey and strong NPS performance.
• Provide regular updates and reporting to project and senior stakeholders.

Key Challenges

• Ensuring consistent, clear and accessible communication with residents, many of whom may be vulnerable or require additional support.
• Understanding individual resident needs and adapting the approach accordingly.
• Managing multiple stakeholders across complex projects and different locations.
• Addressing complaints, concerns and technical queries promptly and sensitively.
• Maintaining strong relationships with contractors, Housing Associations and internal departments.
• Balancing operational delivery with a high-quality customer journey.
• Knowing when issues can be managed under delegated authority and when they need to be escalated.
• Supporting residents through potentially disruptive energy efficiency works while maintaining trust and confidence.

Experience and Qualifications - Essential / Desirable

Essential

• Proven experience in resident liaison, customer service or community engagement, ideally within construction, retrofit, housing or green energy environments.
• Demonstrable experience working with vulnerable customers, residents or individuals requiring additional support.
• Experience supporting people with disabilities or accessibility requirements and adapting communication accordingly.
• Strong organisational and time management skills to coordinate multiple site visits and stakeholder communications.
• Full UK driving licence.
• Excellent communication skills - both written and verbal.
• Confident discussing technical matters with residents and translating complex concepts into simple explanations.
• Understanding of site-based operations and construction processes.
• Comfortable dealing with sensitive or challenging conversations.
• Experience escalating operational, customer or accessibility-related issues to senior stakeholders.
• Ability to work within agreed delegated authority and demonstrate good judgement when resolving resident issues.
• Strong attention to detail with the ability to maintain accurate customer and project records.

Desirable

• Previous experience working with Housing Associations, local authorities or Advice Centres.
• Previous experience working directly with vulnerable residents or communities.
• Experience supporting residents with disabilities, accessibility needs or other additional requirements.
• Familiarity with BEIS compliance and Local Authority scheme requirements.
• Experience dealing with delegated authority structures or accessibility-focused service delivery.
• Background in project coordination or support within the retrofit, energy or healthcare sector.
• Knowledge of reporting tools and customer data input systems (e.g. MSD).
• Experience working on energy efficiency, retrofit, insulation, heating or renewable energy projects.

Company information:
This contract vacancy is being advertised by Rullion Ltd
Since 1978, Rullion has been securing exceptional candidates for a range of clients; from large well-known brands to SMEs and start-ups. As a family-owned business, Rullion's approach is credible and honest, focused on building long-lasting relationships with both clients and candidates.

Rullion is a forward-thinking recruitment company that specialises in providing a wide range of talent consultancy services to a diverse client base; from small start-ups to large household names.
We celebrate and support diversity and are committed to ensuring equal opportunities for both employees and applicants.

INDENG-NW

Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.

Reference 225705071