Customer Liaison Officer

Construction Resources; Skelmersdale; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Car allowance

Job summary

Construction Resources Limited in Coventry is seeking a Customer Liaison Officer to manage the resident journey on retrofit projects, ensuring clear communication and minimal disruption.

You will work closely with site teams, clients, subcontractors and local stakeholders to deliver a high-quality resident experience before, during and after works, and you will help organise consultations and maintain satisfaction across the programme.

Qualifications

• 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 and the ability to manage a varied workload.
• Strong customer service and communication skills.
• Good understanding of construction site health and safety.
• Ability to build positive relationships with residents and stakeholders at all levels.
• Desirable: 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.

Responsibilities

• Provide consultation and support to residents before, during, and after works are completed.
• Build positive relationships with residents throughout the project.
• Identify vulnerable residents and any additional support requirements.
• Respond professionally to resident enquiries, concerns, and complaints.
• Manage the resident engagement process in line with project requirements.
• Develop strong working relationships with residents, clients, subcontractors, site teams, 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 and recording property information and photographs 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.
• Support social value initiatives and community engagement activities.

Skills

Customer service

Communication

Organisational skills

Health & safety knowledge

Stakeholder management

Education

GCSEs (or equivalent), including English and Maths

Job description

Customer Liaison Officer
Location: Coventry
Contract: Full-Time
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.

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.

You will work closely with site teams, clients, subcontractors, and local stakeholders to 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 throughout the project.
• Identify vulnerable residents and any additional support requirements.
• Respond professionally to resident enquiries, concerns, and complaints.
• Manage the resident engagement process in line with project requirements.
• Develop strong working relationships with residents, clients, subcontractors, site teams, 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 and recording property information and photographs 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.
• Support social value initiatives and community engagement activities.

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 and the ability to manage a varied workload.
• Strong customer service and communication skills.
• Good understanding of construction site health and safety.
• Ability to build positive relationships with residents and stakeholders at all levels.
• Desirable
• 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.
• Initial 3-month temporary contract.
• Potential for further work following the initial contract.
• Ongoing training and development opportunities.
• Opportunity to work on a large-scale retrofit and refurbishment programme.
• Supportive working environment.
• Potential for further career opportunities within a growing organisation.
• Our client is an equal opportunities employer and welcomes applications from all suitably qualified candidates.