Field-based Resident Liaison & Housing Projects Lead

Fortem; Sheffield; Hybrid; GBP 24,000 - 36,000; Full time

Benefits offered by this job

Bonus

Motor allowance

Company car

Salary sacrifice car lease

Annual leave + birthday off

Sick pay

Maternity leave

Annual pay reviews

Paternity leave

Gym discounts

Referral bonus

Training program

Private healthcare

Cycle to work

Provider discounts

Job summary

Fortem in Sheffield is seeking an experienced Customer Liaison Officer to join our Northern operations. You will travel to Doncaster, Leeds, Northumberland, Scarborough, North Yorkshire and Liverpool to coordinate access and support retrofit surveys.

This permanent role runs Monday to Friday 8am–4:30pm. The successful candidate will lead resident engagement, manage enquiries with empathy, document communications, and help keep projects on schedule.

Qualifications

• Previous experience in a similar role within housing or social services.
• Ability to handle sensitive situations with discretion and professionalism.
• Strong resilience and negotiation skills for stakeholder engagement.
• Proficient in Microsoft Office for documentation and reporting.
• Hold a full valid driving licence and willingness to travel as required.
• Experience working in the Social Housing sector is preferred.

Responsibilities

• Proactively follow up on no-access properties to arrange retrofit survey appointments.
• Lead resident and community engagement initiatives, building strong relationships with local communities.
• Deliver clear and effective communications to customers and residents about the nature and scope of works.
• Act as the main point of contact for residents, addressing enquiries and concerns professionally and empathetically.
• Coordinate access arrangements to ensure works are delivered smoothly and on schedule.
• Resolve access-related or resident issues promptly, escalating where necessary to ensure timely solutions.
• Maintain accurate records of communications, access arrangements, and issue resolutions for project documentation.

Skills

Previous experience in similar role

Sensitive situations handling

Resilience

Negotiation skills

Microsoft Office

Full Driving Licence

Social Housing sector experience

Tools

Microsoft Office

Job description

Fortem in Sheffield is seeking an experienced Customer Liaison Officer to join our Northern operations. You will travel to Doncaster, Leeds, Northumberland, Scarborough, North Yorkshire and Liverpool to coordinate access and support retrofit surveys.

This permanent role runs Monday to Friday 8am–4:30pm. The successful candidate will lead resident engagement, manage enquiries with empathy, document communications, and help keep projects on schedule.