Customer Liaison Officer

Construction Resources Limited; Harrow; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Car allowance

Enhanced pension contributions

Enhanced maternity benefits

Employee Assistance Programme

Ongoing training and development

Job summary

Construction Resources Limited is seeking a Tenant Liaison Officer in Buckinghamshire to manage resident journeys through planned refurbishment and retrofit projects. You will act as the main contact for residents, ensuring clear communication, minimising disruption and delivering excellent customer experiences before, during and after works.

You will work with site teams, clients and contractors to keep residents informed, identify vulnerable residents and coordinate access and sessions.

Qualifications

• Minimum one year's experience in a customer-facing role within construction, housing, refurbishment or retrofit.
• Full UK Driving Licence required.
• GCSEs in English and Maths are essential.

Responsibilities

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

Skills

Customer service

Communication

Organisational skills

Health & safety

Full UK Driving Licence

Social housing experience

Education

GCSEs including English and Maths

Job description

Hours: Monday to Thursday: 8:00am – 5:00pm | Friday: 8:00am – 4:30pm

About Our Client

Our client is a leading provider of residential retrofit, refurbishment, and decarbonisation solutions, delivering large-scale energy efficiency programmes across social housing, private residential, and mixed-tenure developments.

With a strong portfolio of retrofit and sustainability projects, they are committed to improving the quality, comfort, and energy performance of homes while supporting communities through initiatives that reduce fuel poverty, lower carbon emissions, and contribute towards the UK's Net Zero targets.

Due to continued growth, our client is seeking an experienced Tenant Liaison Officer to join their team in Buckinghamshire.

Overview of the Role

As a Tenant 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.

What's on Offer

• Competitive salary with car allowance.
• Enhanced pension contributions.
• Enhanced maternity benefits.
• Employee Assistance Programme.
• Ongoing training and continuous professional development opportunities.
• Excellent career progression within a growing organisation.

Our client is an equal opportunities employer and welcomes applications from all suitably qualified candidates, regardless of age, disability, gender, race, religion or belief, sexual orientation, marital status, or any other protected characteristic.