Customer Liaison Officer

Our client is looking for an experienced and personable Resident / Customer Liaison Officer to join their team and play a key role in supporting residents throughout construction, regeneration and maintenance projects.

This is a highly customer-focused position where you will act as the vital link between residents, the project team, contractors and other stakeholders. You will ensure residents are kept fully informed throughout the project lifecycle, while listening to and resolving concerns to help deliver a positive customer experience.

The Role

As Resident / Customer Liaison Officer, you will be responsible for building strong relationships with residents and ensuring communication is clear, timely and consistent.

Your responsibilities will include:

• Acting as the main point of contact for residents throughout construction and maintenance works.
• Providing clear information on project plans, programmes, progress and potential disruption.
• Responding promptly and professionally to resident enquiries, complaints and concerns.
• Carrying out pre-project surveys and consultations to understand residents' needs and identify potential issues.
• Preparing and distributing resident communications, including letters, newsletters and project updates.
• Providing ongoing support to residents throughout the works, including coordinating temporary accommodation or other arrangements where required.
• Working closely with project managers, contractors and other stakeholders to ensure resident feedback is considered and acted upon.
• Organising and attending resident meetings, community events and consultations.
• Carrying out post-project follow-ups and satisfaction surveys.
• Maintaining accurate records of resident interactions, issues and resolutions.
• Ensuring communications and processes comply with relevant company, legal and regulatory requirements.
• Identifying potential issues early and taking a proactive approach to resolving them.
• Supporting the wider project team with other reasonable duties as required.

About You

We are looking for someone who is confident working in a customer-facing environment and is passionate about delivering a high standard of service.

You will ideally have:

• Previous experience in a customer-facing, resident liaison or customer service role, preferably within construction, housing, maintenance or a related environment.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and the ability to build trust with people from a wide range of backgrounds.
• The ability to handle complaints, difficult conversations and conflict calmly and professionally.
• Strong organisational skills, with the ability to manage multiple priorities and maintain accurate records.
• A proactive, solutions-focused approach to resolving problems.
• The ability to work independently while also collaborating effectively with project teams and contractors.
• Good working knowledge of Microsoft Office, particularly Word and Excel.
• A professional, reliable and empathetic approach.

Experience within social housing, local government, construction, regeneration or property maintenance would be highly advantageous. Knowledge of construction processes, resident engagement requirements and relevant legislation or regulations would also be beneficial.