Customer Liaison Officer

Build Recruitment Limited; Stoke-on-Trent; On-site; GBP 24,000 - 30,000; Part time

Job summary

JobsTrackR is seeking a Contract Liaison Officer (CLO) to support retrofit and planned works across social housing properties. The role initially runs for 6 months and may extend or move to a permanent arrangement.

You will manage resident communications, coordinate access and liaise between residents, site teams and subcontractors, ensuring smooth delivery. Experience as CLO/Resident Liaison in social housing or retrofit projects is preferred.

Qualifications

• Experience as Contract Liaison Officer or Resident Liaison Officer.
• Background in social housing, planned maintenance or retrofit projects.
• Excellent communication and organisational skills.
• Proactive approach to resolving resident queries.

Responsibilities

• Act as a key point of contact between residents, site teams, subcontractors and the wider project team.
• Communicate upcoming works, access requirements and programme updates to residents.
• Coordinate appointments and property access to ensure works progress efficiently.
• Support the delivery of retrofit and energy-efficiency measures, including solar panels, loft insulation, ventilation, windows and doors.
• Respond to resident queries and concerns, ensuring issues are resolved promptly and professionally.
• Maintain accurate records of resident communications, appointments and project updates.
• Liaise closely with Site Managers to identify and resolve access issues or potential delays.
• Help minimise disruption to residents while maintaining a positive customer experience.

Skills

Communication

Organisation

Stakeholder management

Resident liaison

Multi-location coordination

Job description

Job Title: Contract Liaison Officer (CLO) - Retrofit / Planned Works

Location: Rickmansworth, High Wycombe, Harrow & Chelmsford
Contract: 6 months initially
Employment Type: Temporary or Temp-to-Perm

The Opportunity

We are currently recruiting for a Contract Liaison Officer to support a contractor delivering retrofit and planned improvement works across social housing properties.

The successful candidate will work across multiple locations, with the initial works starting in Chelmsford before moving to Rickmansworth, High Wycombe and Harrow.

We are ideally looking for someone with retrofit experience, although candidates with a strong background in planned maintenance and social housing will also be considered.

Key Responsibilities

• Act as a key point of contact between residents, site teams, subcontractors and the wider project team.
• Communicate upcoming works, access requirements and programme updates to residents.
• Coordinate appointments and property access to ensure works progress efficiently.
• Support the delivery of retrofit and energy-efficiency measures, including solar panels, loft insulation, ventilation, windows and doors.
• Respond to resident queries and concerns, ensuring issues are resolved promptly and professionally.
• Maintain accurate records of resident communications, appointments and project updates.
• Liaise closely with Site Managers to identify and resolve access issues or potential delays.
• Help minimise disruption to residents while maintaining a positive customer experience.

Requirements

• Previous experience as a Contract Liaison Officer, Resident Liaison Officer or Customer Liaison Officer.
• Experience within social housing, planned maintenance or retrofit projects.
• Retrofit experience is desirable but not essential for candidates with a strong planned works background.
• Excellent communication and organisational skills.
• Confident liaising with residents, site teams and subcontractors.
• Strong administration skills, with the ability to maintain accurate records and manage multiple appointments.
• A proactive and professional approach to resolving resident concerns and supporting programme delivery.

Contract Details

• Initial 6-month requirement.
• Option to work on a temporary basis for the full duration or move onto a 3-month fixed-term contract following 12 weeks.