Customer Liaison

Refyt; Greater London; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

28 days' annual leave

Office in Canary Wharf (E14)

Career development opportunities

Job summary

REFYT Ltd is expanding its team in East London and seeks a Resident Liaison Officer to manage resident communications during retrofit works. You will be the main point of contact for residents, coordinating access, addressing concerns and ensuring minimal disruption across projects.

The role requires experience in resident engagement within social housing or retrofit environments, strong communication skills, and the ability to work independently with site teams.

Qualifications

• Experience as Resident Liaison Officer or similar resident-facing role.
• Experience in social housing, construction, planned maintenance or retrofit projects.
• Excellent communication and interpersonal skills with residents and stakeholders.
• Proven ability to manage resident complaints and sensitive conversations.
• Strong organisational skills with multiple properties and appointments.
• Driving licence and ability to travel to sites across London and the South East.

Responsibilities

• Act as primary contact for residents throughout retrofit delivery.
• Coordinate access for surveys, assessments, installations and visits.
• Engage residents by calls, emails, letters, home visits and door knocking.
• Conduct pre-start visits, consultations and community sessions.
• Build relationships with residents, housing officers, local authorities and stakeholders.
• Manage resident queries and complaints professionally and resolve issues promptly.
• Identify vulnerable residents and coordinate appropriate support.
• Minimise access issues, delays and disruption with site teams.
• Maintain records of communications, appointments and consents.
• Monitor resident satisfaction and collect feedback during and after works.
• Proactively identify potential issues to prevent project delays.

Skills

Communication skills

Interpersonal skills

Organisational skills

Independent worker

CRM software

IT skills

Solutions-focused

Resident engagement

Energy-efficiency knowledge

Multilingual

Tools

CRM systems

Microsoft Office

Project management software

Job description

REFYT Ltd is a growing retrofit contractor based in East London. We deliver Warm Homes and social housing retrofit programmes for local authorities and housing providers across London, Essex and Kent.

As we continue to expand, we're looking for an experienced Resident Liaison Officer to join our team and play an important role in delivering a positive experience for residents throughout our projects.

The Role

As a Resident Liaison Officer (RLO), you will be responsible for managing communication and engagement with residents before, during and after retrofit works.

You will be the main point of contact for residents, ensuring they are kept informed, appointments are coordinated, concerns are addressed and works progress with minimal disruption.

Working closely with our project managers, project coordinators and site teams, you'll take ownership of resident engagement across your allocated projects, helping maintain access, resident satisfaction and programme delivery.

We're looking for someone who has previous experience in a similar role and is confident managing residents independently in a busy construction or social housing environment.

Key Responsibilities

• Act as the primary point of contact for residents throughout the delivery of retrofit and improvement works.
• Coordinate resident access for surveys, assessments, installations and follow-up visits.
• Carry out resident engagement through telephone calls, emails, letters, home visits and door knocking.
• Conduct pre-start visits, resident consultations and community engagement sessions.
• Build positive relationships with residents, housing officers, local authorities and other stakeholders.
• Manage resident queries, complaints and concerns professionally, ensuring issues are resolved promptly.
• Identify vulnerable residents and coordinate appropriate support or reasonable adjustments throughout the works.
• Work closely with project managers and site teams to minimise access issues, delays and disruption.
• Maintain accurate records of resident communication, appointments, consent and complaints using internal systems.
• Monitor resident satisfaction and collect feedback throughout and following completion of works.
• Proactively identify potential resident-related issues and work with the wider team to prevent delays to project delivery.

About You

• Previous experience as a Resident Liaison Officer, Tenant Liaison Officer, Customer Liaison Officer or in a similar resident-facing role.
• Experience working within social housing, construction, planned maintenance, property improvement or retrofit projects.
• Strong communication and interpersonal skills, with the ability to build trust and positive relationships with residents.
• Proven experience managing resident complaints, challenging conversations and sensitive situations.
• Excellent organisational skills, with the ability to manage multiple properties, appointments and competing priorities.
• Confidence working independently and taking ownership of resident engagement activities.
• Good IT skills, including Microsoft Office and experience using CRM or project management systems.
• A proactive, organised and solutions-focused approach to work.
• Experience delivering energy-efficiency or retrofit programmes, including ECO, Warm Homes or social housing decarbonisation schemes.
• Knowledge of resident engagement requirements within occupied housing.
• Experience working directly with local authorities or housing associations.
• Additional languages.
• Full UK driving licence.

What We Offer

• Competitive salary of £30,000-£36,000, depending on experience.
• Full-time, Monday to Friday.
• Office based in Canary Wharf, E14, with regular site visits.
• Opportunity to work on major retrofit and housing improvement programmes across London and the South East.
• Career development opportunities within a growing business.
• 28 days' annual leave, including bank holidays.
• A supportive, ambitious team focused on improving homes and delivering high-quality projects.