Project Liaison Officer

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

We're building thriving communities as one of the UK's largest housing groups and a leading developer of affordable housing.

We believe everyone is entitled to a good home they can afford, in a place they are proud to live. More than 100,000 people live in our homes.

If you want to experience work that's truly rewarding, join us. Because when we achieve together, customers and communities thrive.

Work for Orbit. Believe in people.

The role

This role is to act as the primary point of contact between the organization and its customers during property improvement projects, maintenance works, and other service delivery activities.

The Project Liaison Officer will be deployed into various project teams and will embed themselves inside the project with a purpose of supporting and representing the Customer. The Project Liaison Officer ensures that customer voices are heard, concerns are addressed promptly, and communication is clear and proactive throughout the lifecycle of works.

The role is pivotal in building trust, improving customer satisfaction, and supporting the organization's commitment to quality and continuous improvement

This role is part of Property where you'll help us to lead the way investing and maintaining 46,000 homes.

We will accept applications from either of our Orbit geographies, East (Norwich) & South East (Erith & Kent).

What you'll achieve

• Design and implement communication plans for all projects, ensuring customers and relevant internal colleagues are informed about works, schedules, and any changes. Provide updates and be available for questions and concerns
• 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 and decanting or temporary rehousing of customers ensuring appropriate and timely communication between Orbits internal Decant team and the Contractor
• Liaise with the 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

What you'll bring

Essential skills

• 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)

Desirable skills

• Previous experience in a housing, social care, or community support role.
• Understanding of housing association or property management sectors
• Project management experience
• Ability to use CRM and workflow systems

Why Orbit?

Choosing us means being rewarded in every sense.

Here’s what you can expect to enjoy with us.

A rewarding experience that works for you

We strive to create an inclusive experience with benefits and wellbeing programmes designed to help you, and your loved ones, to thrive. For a better work life balance, we offer flexible working opportunities for many roles.

A place to progress

From training programmes to professional qualifications, we provide opportunities to learn and develop at every stage of your career. Whether you're a student, graduate or experienced professional we'll support you to grow.

For leaders, our tailored development journeys are designed to stretch and strengthen your leadership skills. As well as practical training, we give you access to renowned business schools and experiential programmes for greater breadth and depth of learning.

A purpose to feel proud of

We're proud to make a difference to people together. We're values-driven with a commercial focus on performance - because the more profit we make, the more we can achieve for people.

What brings us together is a passionate belief in progress and people.

Read more about the values and purpose that drive us on our careers website.

How we hire

We aim to make our hiring process simple and fair:

1. Online application
2. Interview(s)
3. Decision and offer

We put the safeguarding of our customers, colleagues and contractors at the heart of everything we do and as such, certain roles will be subject to a DBS check.