Construction Jobs

Resident Liaison Officer

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About Net Zero Careers

Net Zero Careers supports roles that ensure high-quality retrofit delivery and compliance across residential projects. Customer-facing roles like this are vital to ensure residents are informed, safe, and satisfied while supporting the UK's net-zero goals.

Job Description

To provide a single point of contact for residents by delivering the best operational service whilst we maintain or improve their homes. The resident's full involvement in the decision-making process is key, and you will ensure the resident is engaged and able to make informed decisions during the process.

Responsibilities

Act as the primary point of contact for residents throughout maintenance, refurbishment, or improvement works. Ensure residents are informed, supported, and engaged throughout the process, delivering excellent customer service while minimising disruption.

Key Responsibilities

• Liaise with residents before, during, and after works, ensuring clear communication and managing expectations.
• Schedule appointments, attend surveys, and coordinate access arrangements.
• Maintain accurate resident and property records.
• Provide regular updates on project progress and resolve concerns promptly.
• Record, investigate, and assist in resolving complaints effectively.
• Coordinate follow-on works and ensure resident satisfaction upon completion.
• Support project teams with administration, compliance documentation, and reporting requirements.
• Conduct resident satisfaction surveys and identify areas for service improvement.
• Attend contractor meetings, resident forums, and stakeholder meetings as required.
• Promote a positive customer experience and professional standards at all times.

Experience & Knowledge

• Experience delivering high-quality customer service.
• Knowledge of planned and responsive maintenance works.
• Experience within social housing, construction, property maintenance, or related sectors.
• Understanding of resident liaison and stakeholder engagement processes.
• Essential Skills & Qualities
• Excellent communication and interpersonal skills.
• Strong customer focus and commitment to resident satisfaction.
• Ability to build trust and maintain positive relationships.
• Effective planning, organisation, and workload management

Problem-solving and conflict-resolution skills.

• Ability to work independently and use initiative.
• Professional, approachable, and adaptable attitude.
• Commitment to continuous improvement, integrity, and accountability.

Qualifications & Requirements

• Full UK driving licence.
• DBS check (where required).
• Health & Safety awareness, including working at height, asbestos awareness, COSHH, manual handling, fire safety, and first aid qualifications/training.
• Customer Service Excellence
• Delivers consistently high levels of customer satisfaction.
• Communicates clearly and professionally.
• Builds positive relationships and resolves issues effectively.

Health & Safety

• Promotes safe working practices.
• Identifies and reports hazards.
• Supports safeguarding and compliance requirements.

Collaboration

• Works effectively with residents, contractors, and internal teams.
• Encourages inclusive and respectful working relationships.

Accountability

• Takes ownership of tasks and follows through on commitments.
• Maintains high professional standards and attention to detail.

Continuous Improvement

• Learns from feedback and experience.
• Identifies opportunities to improve service delivery and resident outcomes.

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