Customer Liaison Officer

Connolly Limited; Carlisle; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Competitive salary and benefits

Generous holiday entitlement and own/p

Ongoing training and development

Job summary

Connolly Limited is seeking a Customer Liaison Officer to bridge residents, clients and operational teams during refurbishment projects. You will ensure clear communication, address concerns and deliver a respectful, compassionate service within residents' homes.

The role focuses on building trust, managing consultations and maintaining records, with emphasis on supporting vulnerable residents and delivering an outstanding resident experience throughout the project lifecycle.

Qualifications

• Experience in resident liaison or social housing role.
• Experience during refurbishment/maintenance is advantageous.
• Excellent communication and interpersonal abilities.
• Ability to build trust with diverse groups.
• Organised and IT-literate.

Responsibilities

• Build strong, positive relationships with residents during project delivery.
• Be the first point of contact for inquiries and concerns.
• Provide clear updates on planned works and project progress.
• Distribute resident information and updates.
• Attend resident consultations and community events.
• Support vulnerable residents and understand individual needs.
• Coordinate with housing associations, authorities, and site teams.
• Handle complaints professionally and proactively.
• Monitor satisfaction and identify improvements.
• Maintain accurate records and documentation.
• Support operations to deliver a great resident experience.

Skills

Interpersonal skills

Communication

Customer service

Empathy

Problem solving

Tools

MS Office

Job description

Customer Liaison Officer (CLO)

A Bit About Us...

Connolly is a leading construction refurbishment company based in Wigan, delivering planned maintenance, retrofit and regeneration projects across the social housing sector. With family values at our core, we're passionate about creating better homes, stronger communities and positive change for the people we work with and alongside.

As our business continues to grow and we secure new programmes across Greater Manchester, we're looking for experienced Customer Liaison Officers to join our team and play a key role in delivering an exceptional customer experience.

A Bit About the Role...

At Connolly, we believe great projects are about more than bricks and mortar. They're about people.

As a Customer Liaison Officer, you'll be the bridge between residents, clients and operational teams, ensuring communication is clear, concerns are addressed and residents feel valued and supported while work is taking place in their homes.

You'll often be the face of the project within the community, helping to build trust, maintain positive relationships and ensure every resident receives a professional, respectful and compassionate service.

This is an ideal opportunity for someone who enjoys working with people, solving problems and making a real difference to customers' experiences.

What You'll Be Responsible For...

• Building strong, positive relationships with residents throughout project delivery
• Acting as the first point of contact for resident enquiries and concerns
• Providing clear, accurate and timely communication regarding planned works
• Preparing and distributing resident information and project updates
• Organising and attending resident consultation events, meetings and community engagement activities
• Supporting vulnerable residents and ensuring individual needs are understood and considered
• Liaising closely with housing associations, local authorities, client representatives and site teams
• Managing customer complaints and concerns professionally and proactively
• Monitoring customer satisfaction levels and identifying opportunities for improvement
• Maintaining accurate records, communication logs and project documentation
• Supporting operational teams to deliver an exceptional resident experience from start to finish

What We'd Like From You...

• Previous experience as a Resident Liaison Officer, Customer Liaison Officer or within a customer-facing Social Housing role
• Experience supporting residents during refurbishment, retrofit or planned maintenance works would be advantageous
• Excellent interpersonal and communication skills
• Ability to build trust and rapport with a wide range of people
• Confidence in handling challenging conversations with professionalism and empathy
• Strong organisational and administrative skills
• Good IT skills, including Microsoft Office applications
• Ability to work independently while contributing positively to the wider project team
• A proactive approach to problem solving
• Full UK Driving Licence

What Makes a Great Resident Liaison Officer at Connolly?

We're looking for people who:

• Genuinely care about customers and communities
• Enjoy helping others and finding practical solutions
• Are calm, resilient and professional under pressure
• Can communicate confidently with residents, clients and colleagues alike
• Understand that excellent customer service can make all the difference to someone's experience during improvement works

What We'll Give You...

• Secure, long-term work with an established and growing business
• Competitive salary and benefits package
• Generous holiday entitlement and pension scheme
• Ongoing training, support and development opportunities
• Career progression within a growing organisation
• Supportive and experienced management teams
• The opportunity to work on projects that make a lasting difference to homes and communities
• A values-driven culture where people are genuinely respected and supported

Why Join Team Connolly?

Every home improvement project we deliver impacts real people. As a Customer Liaison Officer, you'll play a critical role in ensuring that residents feel informed, respected and supported throughout that process.

You'll be joining a business with a strong reputation, exciting growth plans and a commitment to delivering outstanding outcomes for both our clients and the communities they serve.