Customer Liaison

Construction Resources Limited; Liverpool City Region; On-site; GBP 23,000 - 32,000; Full time

Job summary

Construction Resources Limited is seeking a Customer Liaison Officer to manage the resident journey on planned refurbishment projects. You will be the main contact for residents, ensuring clear communication and a smooth experience before, during, and after works.

You will work with site teams, clients, subcontractors and local stakeholders to deliver projects efficiently while maintaining high resident satisfaction and adherence to safety practices.

Qualifications

• Minimum one year's experience in a customer-facing role within construction, housing, refurbishment or retrofit.
• GCSEs including English and Maths.
• Full UK Driving Licence required.
• Excellent organisational and communication skills.
• Good understanding of construction site health and safety practices.
• Experience with social housing, refurbishment or energy efficiency programmes.

Responsibilities

• Provide consultation and support to residents before, during, and after works.
• Build positive relationships with residents to ensure a great customer experience.
• Identify vulnerable residents and arrange appropriate support.
• Maintain resident information in line with GDPR and data protection.
• Respond promptly to enquiries, concerns and complaints.
• Coordinate access arrangements and schedule appointments with residents.
• Prepare and distribute resident communication packs for new projects.
• Support community engagement and local social value initiatives.

Skills

Excellent customer service

Strong communication skills

Good organisational skills

Full UK Driving Licence

Knowledge of social housing & retrofit

Education

GCSEs including English and Maths

Job description

Our client delivers a comprehensive range solutions tailored to meet the diverse needs of their customers.

Whether supporting homeowners, commercial businesses, or heritage properties, they provide expert services with precision, quality, and attention to detail.

Their specialisms include:

Due to continued growth and new project wins they are looking for a Customer Liaison Officer to join their team on a permanent basis.

Overview of the Role

As a Customer Liaison Officer, you will play a key role in managing the resident journey throughout planned refurbishment and retrofit projects. Acting as the main point of contact for residents, you will ensure clear communication, minimise disruption, and deliver an excellent customer experience before, during, and after works are completed.

Working closely with site teams, clients, subcontractors, and local stakeholders, you will help ensure projects are delivered efficiently while maintaining high levels of resident satisfaction.

Key Responsibilities

• Provide consultation and support to residents before, during, and after works are completed.
• Build positive relationships with residents to ensure an excellent customer experience throughout the project lifecycle.
• Identify vulnerable residents and any additional support requirements, ensuring appropriate measures are implemented.
• Maintain resident information securely in accordance with GDPR and data protection requirements.
• Respond promptly and professionally to resident enquiries, concerns, and complaints.
• Manage the resident engagement process in line with client and project requirements.
• Develop strong working relationships with residents, clients, subcontractors, site teams, community representatives, and customer care teams.
• Organise and attend resident consultation events, information sessions, and one-to-one meetings.
• Carry out resident inductions, including explaining the programme of works, conducting property condition surveys, and recording photographic evidence where required.
• Complete resident profiling to support effective project planning and communication.
• Coordinate access arrangements and schedule appointments with residents.
• Prepare and distribute resident communication packs for new projects.
• Support social value initiatives by identifying and participating in community engagement activities and local events.

Skills & Experience

• Minimum one year's experience in a customer-facing role within the construction, housing, property maintenance, refurbishment, or retrofit sector.
• Full UK Driving Licence.
• GCSEs (or equivalent) including English and Maths.
• Excellent organisational skills with the ability to manage a varied workload.
• Strong customer service and communication skills.
• Good understanding of construction site health and safety practices.
• Ability to build positive relationships with residents and stakeholders at all levels.
• Experience working within social housing, planned maintenance, refurbishment, or energy efficiency programmes.
• Knowledge of retrofit or decarbonisation projects.
• Experience supporting community engagement or social value initiatives.