Resident Liaison Officer

Resident Liaison Officer
Contract Type:  Contract

Location:

Cambridge & surrounding areas
Duration:  6 month contract, with possibility for extension
Pay Rate:  £16.63 - £18.71 per hour Inside IR35
Working Pattern:  Full Time - 37 hour per week

Start Date:

ASAP
About the Role
We are recruiting for an experienced  Resident Liaison Officer (RLO)  to support the delivery of energy efficiency and retrofit works across Cambridge and the surrounding areas.
Working closely with project delivery teams, contractors, Housing Associations and site managers, you will act as the key point of contact for residents throughout the lifecycle of the works.
This is a full RLO position, covering  resident engagement, customer service, site coordination, stakeholder management, issue resolution and reporting . You will play a key role in ensuring residents are kept informed, supported and comfortable throughout what can often be disruptive works.
A particular focus of the role will be supporting  vulnerable residents and customers with disabilities, accessibility requirements or additional support needs . You will need to be confident adapting your communication style, understanding individual circumstances and handling sensitive situations professionally.

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.
Use sound judgement when dealing with resident issues, working within delegated authority 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.
Experience & Qualifications
Essential
Proven experience in resident liaison, customer service or community engagement, ideally within construction, retrofit, housing or green energy.
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, with the ability to coordinate multiple site visits and stakeholder communications.
Full UK driving licence.
CSCS card.
Excellent written and verbal communication skills.
Confident discussing technical matters with residents and explaining complex information in simple terms.
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 and the…