Net Zero Home Upgrade Liaison — Resident Support Champion

GoodPeople; Ealing; On-site; GBP 24,000 - 32,000; Full time

Job summary

Net Zero Careers is recruiting two Resident Liaison Officers in Ealing to support residents during energy-efficiency refurbishments. You will be the main contact, explain works, arrange property access and coordinate with trades to keep the programme on track.

You will manage a busy workload, respond to concerns, and tailor communication to residents with diverse needs while ensuring clear, accurate records and responsive problem-solving throughout the project.

Qualifications

• Strong customer service and communication skills.
• Experience in hospitality, retail, NHS, education or similar customer-facing setting.
• Ability to organise your workload around a construction timetable.
• Confidence learning and using an in-house software system.
• Empathetic approach to working with residents with different needs.
• Experience in social housing or customer service within construction.
• Experience supervising external contractors.

Responsibilities

• Act as the main contact for residents and others affected by the works.
• Arrange appointments and property access so trades teams can complete work to programme.
• Explain upcoming works and start dates, and provide residents with relevant information.
• Identify residents who may need additional support and tailor communication to their circumstances.
• Complete property condition and appliance surveys before work starts, including photos where required.
• Visit residents while work is in progress and keep them updated.
• Record progress in individual properties and coordinate with site staff to meet project targets.
• Respond to complaints, keep records and work to resolve issues promptly.
• Collect resident satisfaction surveys when properties are handed over.
• Maintain project records, prepare reports and attend project meetings.

Skills

Customer service

Communication

Problem solving

Organization

Time management

Empathy

In-house software

Construction coordination

Contractor supervision

Social housing experience

Tools

In-house software system

Job description

Net Zero Careers is recruiting two Resident Liaison Officers in Ealing to support residents during energy-efficiency refurbishments. You will be the main contact, explain works, arrange property access and coordinate with trades to keep the programme on track.

You will manage a busy workload, respond to concerns, and tailor communication to residents with diverse needs while ensuring clear, accurate records and responsive problem-solving throughout the project.