Resident Liaison Officer

Resident Liaison Officer (RLO) – Norwich

Equans is recruiting for a Resident Liaison Officer (RLO) to join our team in Norwich, supporting the delivery of refurbishment and retrofit works on social housing schemes across the region. If you’re passionate about delivering excellent customer service, have experience in a tenant‑ or resident‑facing role, and want to make a real difference in people’s lives—this could be the perfect opportunity for you.

• Act as the first point of contact for residents affected by planned works on site.
• Deliver clear, timely communications before, during, and after works.
• Liaise with internal teams, contractors and external stakeholders to ensure access, scheduling and programme information is shared appropriately.
• Coordinate resident engagement activities including letters, packs, satisfaction surveys and feedback follow‑ups.
• Log, monitor and resolve resident concerns, queries and complaints.
• Maintain records of visits, contact, access issues and resolutions.
• Work closely with site management to minimise disruption to residents and resolve issues promptly.
• Identify and support vulnerable residents, ensuring safeguarding measures are followed.
• Contribute to the positive image of Equans on site and in the wider community.

• Experience in a Resident Liaison Officer, Housing Officer, Customer Service or Community Engagement role—ideally within construction, refurbishment, or housing environments.
• Excellent communication and interpersonal skills.
• Confident in resolving sensitive issues calmly and professionally.
• Organised and proactive, with strong attention to detail.
• Comfortable working independently and managing your own workload.
• Full UK driving licence preferred.

• 24 days annual leave (+ public holidays).
• Life cover equivalent to 2x annual salary.
• Employee discount shopping schemes on major brands and retailers.
• Gym membership discounts.
• Cycle to work scheme and holiday purchase options.
• Two corporate social responsibility days per year.
• A wide range of training and professional development opportunities.
• A friendly, supportive work culture where you’re encouraged to grow.

Senior level:
Entry level.

Employment type:

Full-time.

At Equans, we believe in creating inclusive environments that reflect the communities we serve. We welcome applicants from all backgrounds and are committed to supporting your professional development and wellbeing.