Housing Projects - Customer Liaison & Engagement Lead

Orbit Group; Nottingham; On-site; GBP 28,000 - 36,000; Full time

Job summary

Orbit Group is seeking a Project Liaison Officer to be the primary link between the organization and its customers during property improvement projects and maintenance works. You will embed within project teams to ensure customer voices are heard, concerns addressed, and communications are proactive throughout the project lifecycle.

You will design engagement plans, coordinate with internal teams and contractors, manage decants or rehousing where needed, and strive to put the customer at the

Qualifications

• Excellent communication and interpersonal skills.
• Able to communicate clearly and empathetically with residents, contractors, and stakeholders.
• Experience working with contractors and other third parties such as local authorities and support services.
• Skilled at resolving complaints and mediating disputes effectively.
• Capable of managing multiple projects and meeting deadlines.
• Experience in customer service or liaison roles, ideally within property, housing, or construction sectors.
• Understanding of housing legislation, tenancy agreements, and compliance requirements (including health & safety and safeguarding).

Responsibilities

• Design and implement communication plans for all projects, ensuring customers and relevant internal colleagues are informed about works, schedules, and any changes.
• Develop strategies for customer engagement, including offering choices where appropriate and ensuring feedback mechanisms are in place.
• Ensure that customer engagement strategies are in place for all projects or programmes that require them.
• Lead on undertaking analysis of Programmes and Projects to continuously improve with a focus of putting the customer at the heart of the works.
• Manage and oversee decanting or temporary rehousing of customers ensuring appropriate and timely communication between Orbit's internal Decant team and the Contractor.
• Liaise with internal colleagues impacted or involved with planned works where access has become a concern on a project to ensure that the customer is receiving the right support.
• Communicate any concerns or relevant information raised by the internal colleagues impacted or involved with the project to the Contractor to ensure their plans reflect the needs of the customers.
• Build strong relationships with customers, contractors, and internal teams

Skills

Communication

Interpersonal skills

Stakeholder liaison

Contractor liaison

Dispute resolution

Project management

Customer service

Housing knowledge

Job description

Orbit Group is seeking a Project Liaison Officer to be the primary link between the organization and its customers during property improvement projects and maintenance works. You will embed within project teams to ensure customer voices are heard, concerns addressed, and communications are proactive throughout the project lifecycle.

You will design engagement plans, coordinate with internal teams and contractors, manage decants or rehousing where needed, and strive to put the customer at the