Resident Liaison Officer

Resident Liaison Officer

Location:

Sunderland (site-based with travel)

Contract:

Temp-to-Perm

Hours:

Monday-Friday | 8:00am-4:30pm

Salary: £30,000-£32,000

Start: ASAP (subject to notice)

We're recruiting an experienced Resident Liaison Officer to support a retrofit programme across Sunderland. This is a temp-to-perm opportunity, offering long-term prospects for the right person.

You’ll be the key point of contact for residents throughout the works - keeping customers informed, coordinating access, resolving concerns, and ensuring the programme is delivered smoothly with a strong customer-first approach.

This position involves travel between sites, so you must have a full UK driving licence.

• Lead resident and community engagement activities and build strong local relationships
• Proactively communicate upcoming works, timescales and expectations (letters, calls, face-to-face visits)
• Act as the main point of contact for resident queries, concerns and feedback
• Coordinate access arrangements and appointments to support delivery teams
• Resolve access/resident-related issues quickly, escalating where appropriate
• Maintain accurate records of communications, access agreements, actions and outcomes

• Experience in a resident-facing/face-to-face customer service role
• Able to handle sensitive situations with empathy, professionalism and resilience
• Strong communication and negotiation skills
• Good IT skills (Microsoft Office)
• Full UK driving licence

• Previous experience as a Resident/Tenant/Customer Liaison Officer
• Experience with in social housing and/or planned works/retrofit programmes