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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 connects people with jobs and career opportunities that contribute to the UK's transition to net zero.

We are recruiting two

Resident Liaison Officers in Ealing to support residents while energy-efficiency improvements are carried out in their homes. The work focuses on energy-efficiency improvements to residents' homes.

Role Overview

As a Resident Liaison Officer, you will be the main point of contact for residents while refurbishment work takes place. You will explain the works, arrange access to properties and help residents know what to expect at each stage.

You will work closely with the site team to coordinate appointments and keep the construction programme moving. The role calls for someone who can manage a busy workload, respond to concerns and complaints, and communicate with residents whose needs and circumstances may differ.

Important Eligibility Information

To be considered for this role, you must have:

A driving licence.

At least two years of customer-facing experience, including managing expectations and dealing with complaints.

Your CV must clearly demonstrate how you meet these essential requirements. Applications that do not provide evidence of the required experience may not be progressed.

What You'll Do

• 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 help tailor communication to their circumstances.
• Complete property condition and appliance surveys before work starts, including photographs 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 accurate 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.

Requirements

• Strong customer service and communication skills. Experience from hospitality, retail, the NHS, education or a similar customer-facing setting may be relevant.
• Ability to organise your workload around a construction timetable and follow up on access arrangements.
• Confidence learning and using an in-house software system.
• An empathetic approach and the ability to work with people with different needs.
• Good problem-solving, organisation and time-management skills.
• Experience in social housing or customer service within construction.
• Experience supervising external contractors.