Resident Liaison Officer; Planned & Retrofit

Annual salary: up to £29,856.80

Resident Liaison Officer Cambridge, Cottenham Full Time Permanent

Salary up to £29,856.80 per annum 42.5 hours per week Monday – Friday

“Our Planned and Retrofit branch is at the forefront of delivering high-quality improvement works across our portfolio—enhancing homes, increasing energy efficiency, and making a real difference in communities.”

About the Role:

As a Resident Liaison Officer, you will be working on our SHDF retrofit programme within the social housing background, providing a stable and profitable contract, delivering excellent service and support through our local teams, who understand the importance of working together for the local community. Providing front facing support and advice as required and delivering proactive communication throughout the works life cycle.

Putting the customer at the heart of everything we do; ensuring we meet the needs of the business, our clients, and our customers.

• Act as the main point of contact for residents throughout the retrofit works, providing clear and regular updates.
• Build positive relationships with residents, ensuring their needs and concerns are listened to and managed professionally.
• Explain planned works, timescales and what residents can expect before, during and after works take place.
• Arrange and coordinate access to properties, working closely with residents and operational teams to minimise disruption.
• Support residents throughout the works, including those who may be vulnerable or require additional assistance.
• Liaise with site teams, contractors and other stakeholders to resolve resident queries, concerns or complaints promptly.
• Carry out resident visits and maintain regular face-to-face communication throughout the works programme.
• Maintain accurate records of resident communications, appointments, access arrangements and any issues raised.
• Support resident engagement activities, including meetings, consultations and information sessions where required.
• Monitor customer satisfaction and proactively address any issues that could impact the resident experience.
• Ensure residents are treated with respect and that the customer remains at the heart of the service throughout the works lifecycle.
• Work collaboratively with the wider team to support the successful delivery of the SHDF retrofit programme.

• Strong customer service experience with a professional, resident-focused approach.
• Previous experience in a Resident Liaison or similar role.
• Excellent written, verbal and interpersonal communication skills.
• Ability to manage multiple priorities in a busy, fast-paced environment.
• Good organisational, planning and time management skills.
• Experience managing customer queries, complaints and expectations effectively.
• Confident engaging with residents and providing clear updates throughout works.
• Experience working collaboratively with operational teams, partners and stakeholders.
• Competent using computerised systems and maintaining accurate records.
• Experience supporting customer engagement, community projects or service improvements.
• Ability to build positive relationships and ensure customer feedback is communicated and acted upon.

• Company Sick Pay
• Life Assurance (2x annual salary)
• Commercial Vehicle
• 5% employee and 3% employer pension contribution with People pension
• 25 days annual leave plus bank holidays
• Family friendly policies including enhanced maternity (14 weeks full pay, 12 weeks half pay and 13 weeks statutory pay), paternity (2 weeks full pay) and adoption leave
• Employee Assistance Programme - free confidential support and counselling available
• Mears Rewards offering discounts and cashback at leading retailers including travel, household items and shopping
• Annual Mears Fun Day
  - Our annual…