Read more

Rullion; Cambridge; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

PPE provided

IT equipment provided

Van and fuel provided

Job summary

Rullion is recruiting an experienced Resident Liaison Officer to support energy efficiency retrofit works across Cambridge and surrounding areas. You will be the main contact for residents throughout the works, coordinating site teams, contractors and housing partners to minimise disruption.

The role focuses on vulnerable residents, accessibility needs and sensitive conversations, with reporting to project leads and ensuring clear, accessible communication for varied stakeholders.

Qualifications

• Proven experience in resident liaison, customer service or community engagement.
• Demonstrable experience working with vulnerable customers or residents.
• Experience supporting people with disabilities or accessibility requirements.
• Strong organisational and time management skills.
• Full UK driving licence and CSCS card are preferred.
• Excellent written and verbal communication skills.

Responsibilities

• Act as the main point of contact for residents throughout the project lifecycle.
• Build relationships with residents, contractors, Housing Associations and internal stakeholders.
• Communicate planned works, access requirements, timescales and changes clearly to residents.
• Identify and support vulnerable residents, including those with disabilities or additional needs.
• Adapt communication to meet individual resident needs and ensure information is accessible.
• Carry out resident visits and engagement activities across Cambridge and surrounding areas.
• Manage resident concerns, complaints and queries promptly and sensitively.
• Work with site teams to resolve issues and minimise disruption to residents.
• Escalate operational, safeguarding or accessibility concerns as needed.
• Maintain records of resident interactions and outcomes.
• Coordinate multiple stakeholders and activities across sites.
• Contribute to delivering a positive customer journey and strong NPS.

Skills

Resident liaison

Customer service

Stakeholder management

Vulnerable residents

Driving licence

CSCS card

Communication

Organisation

Tools

MSD

Job description

Duration: 6 month contract, with possibility for extension

Working Pattern: Full Time - 37 hour per week

Start Date: ASAP

About the Role

We are recruiting for an experienced

Resident Liaison Officer (RLO) to support the delivery of energy efficiency and retrofit works across Cambridge and the surrounding areas.

Working closely with project delivery teams, contractors, Housing Associations and site managers, you will act as the key point of contact for residents throughout the lifecycle of the works.

This is a full RLO position, covering

resident engagement, customer service, site coordination, stakeholder management, issue resolution and reporting. You will play a key role in ensuring residents are kept informed, supported and comfortable throughout what can often be disruptive works.

A particular focus of the role will be supporting

vulnerable residents and customers with disabilities, accessibility requirements or additional support needs. You will need to be confident adapting your communication style, understanding individual circumstances and handling sensitive situations professionally.

Key Responsibilities

• Act as the main point of contact for residents throughout the project lifecycle.
• Build positive and professional relationships with residents, contractors, Housing Associations and internal stakeholders.
• Communicate planned works, access requirements, timescales and any changes clearly to residents.
• Identify and support vulnerable residents, including those with disabilities, accessibility requirements or additional support needs.
• Adapt communication and engagement approaches to meet individual resident needs and ensure information is accessible and understood.
• Carry out resident visits and engagement activities across Cambridge and surrounding areas.
• Manage resident concerns, complaints and technical queries promptly and sensitively.
• Work closely with site teams and contractors to resolve issues and minimise disruption to residents.
• Escalate operational, safeguarding, accessibility or customer concerns where appropriate.
• Use sound judgement when dealing with resident issues, working within delegated authority and escalating matters outside agreed authority levels.
• Maintain accurate records of resident interactions, issues, actions and outcomes.
• Coordinate multiple stakeholders and activities across different sites.
• Contribute to delivering a positive customer journey and strong NPS performance.
• Provide regular updates and reporting to project and senior stakeholders.

Experience & Qualifications

• Proven experience in resident liaison, customer service or community engagement, ideally within construction, retrofit, housing or green energy.
• Demonstrable experience working with vulnerable customers, residents or individuals requiring additional support.
• Experience supporting people with disabilities or accessibility requirements and adapting communication accordingly.
• Strong organisational and time management skills, with the ability to coordinate multiple site visits and stakeholder communications.
• Full UK driving licence.
• CSCS card.
• Excellent written and verbal communication skills.
• Confident discussing technical matters with residents and explaining complex information in simple terms.
• Understanding of site-based operations and construction processes.
• Comfortable dealing with sensitive or challenging conversations.
• Experience escalating operational, customer or accessibility-related issues to senior stakeholders.
• Ability to work within agreed delegated authority and demonstrate good judgement when resolving resident issues.
• Strong attention to detail and the ability to maintain accurate customer and project records.
• Previous experience working with Housing Associations, Local Authorities or Advice Centres.
• Previous experience working directly with vulnerable residents or communities.
• Experience supporting residents with disabilities, accessibility needs or other additional requirements.
• Familiarity with BEIS compliance and Local Authority scheme requirements.
• Experience working within delegated authority structures or accessibility-focused service delivery.
• Background in project coordination or support within the retrofit, energy or healthcare sector.
• Knowledge of reporting tools and customer data input systems, such as MSD.
• Experience working on energy efficiency, retrofit, insulation, heating or renewable energy projects.

What We're Looking For

We are looking for a

confident, approachable and empathetic Resident Liaison Officer who can build trust quickly and communicate effectively with a wide range of residents.

You will need to be organised, resilient and comfortable working across multiple sites and with different stakeholders. Most importantly, you will have a genuine customer-focused approach and the ability to support residents sensitively throughout the delivery of energy efficiency works.

PPE, IT equipment, van and fuel provided.

Company information:

This contract vacancy is being advertised by Rullion Ltd

Since 1978, Rullion has been securing exceptional candidates for a range of clients; from large well-known brands to SMEs and start-ups. As a family-owned business, Rullion's approach is credible and honest, focused on building long-lasting relationships with both clients and candidates.

Rullion is a forward-thinking recruitment company that specialises in providing a wide range of talent consultancy services to a diverse client base; from small start-ups to large household names.

We celebrate and support diversity and are committed to ensuring equal opportunities for both employees and applicants.

INDENG-MW

Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.