Customer Liaison Manager - Maternity Cover

A Bit About The Role …

We are looking for a dedicated Customer Liaison Manager to lead our Customer Liaison teams across multiple sites in the North West and West Yorkshire. This role is essential in ensuring a smooth and positive customer journey during project delivery, keeping customer and community experience at the heart of all Connolly operations. As this will initially be maternity cover, we are looking for someone with at least 18 months RLO experience and any retrofit experience would be an advantage.

This could lead to a permanent position for the right candidate.

Connolly is a leading construction, refurbishment company with family values at our core. We don’t just improve homes— we help build stronger communities and are committed to making a positive impact for residents. We operate within the Social Housing sector, delivering holistic housing services to local authorities and housing associations across West Yorkshire, the Northwest, and North Wales.

• Provide encouragement, guidance, and leadership to the customer team
• Support colleagues in their professional growth and career development
• Help foster a positive and collaborative work environment, ensuring teams work closely together for the best customer outcomes
• Work with the Head of Customer to identify opportunities for improving workflows, tools, and processes that make customer interactions smoother and more efficient
• Support ongoing enhancements to the customer service platform, ensuring the team can work effectively and track key service metrics.
• Act as a key point of contact for the Customer and Site Manager teams, ensuring requests, feedback, and concerns are handled with care and efficiency.

• Minimum 18 months experience as an RLO or in a similar customer‑facing Social Housing role
• A good understanding of the Social Housing sector, including how local authorities and housing associations operate
• Experience working in live environments and with vulnerable residents
• Retrofit/energy efficiency project experience (desirable)
• A genuine customer-first mindset, with the ability to build trust and communicate clearly with residents
• Strong leadership qualities: supportive, approachable, and confident managing and motivating a dispersed team
• Excellent communication and interpersonal skills, with the ability to de‑escalate difficult conversations
• Organised, proactive, and able to manage multiple priorities across different sites
• Calm, resilient attitude with a solutions‑focused approach
• Ability to identify improvements to customer processes, systems, and service delivery
• Comfortable working collaboratively with site teams, commercial teams, and management
• Someone who aligns with Team Connolly values: caring, community‑minded, collaborative, and positive in culture

If this role sounds like the right fit for you, we encourage you to apply as soon as possible to avoid missing out.

We are an Equal Opportunities employer. No applicant will be excluded on the grounds of sex, gender reassignment, pregnancy, maternity, race, marital status, disability, age, religion, belief or sexual orientation.