Resident Communications Lead for Construction Projects

Equans; West Midlands; On-site; GBP 26,000 - 34,000; Full time

Job summary

Equans in the West Midlands is seeking a Resident/Customer Liaison Officer to manage communications with residents during construction, regeneration or maintenance projects. You will coordinate information, resolve issues promptly, and provide ongoing support to residents through the project lifecycle, ensuring clear, accessible dialogue and strong community relationships.

The role requires empathy, organisation, and proactive problem-solving to prevent disputes and maintain a positive company

Qualifications

• Previous experience in a customer-facing role, ideally within construction, housing, or a related field.
• Excellent verbal and written communication skills, with the ability to interact effectively with residents from diverse backgrounds.
• Strong problem-solving abilities and the capacity to manage and resolve conflicts or complaints in a professional manner.
• Ability to work independently and manage multiple tasks or issues simultaneously.
• Proficiency in MS Office, particularly Word and Excel, for managing documentation and communication.

Responsibilities

• Resident Communication: Serve as the primary point of contact for residents, providing clear and timely information about project plans, timelines, and progress.
• Issue Resolution: Address resident concerns, complaints, or queries promptly and effectively, ensuring issues are resolved to the satisfaction of both the resident and the company.
• Pre-Project Engagement: Conduct pre-project surveys and consultations with residents to understand their needs and feed this information back to the project team.
• Information Distribution: Prepare and distribute newsletters, letters, and other communication materials to keep residents informed about upcoming works and disruptions.
• Resident Support: Provide ongoing support to residents throughout the project, including arranging temporary accommodation or other provisions if required.
• Stakeholder Coordination: Work closely with project managers, contractors, and other stakeholders to ensure resident feedback informs planning and execution.
• Post-Project Follow-Up: Conduct post-project satisfaction surveys and follow-ups to assess resident satisfaction and identify improvements.
• Compliance and Documentation: Ensure all interactions and issues are documented and regulatory requirements are met.
• Community Engagement: Organise and participate in community meetings or events to discuss progress and address concerns.

Skills

Customer facing

Verbal and written communication

Problem solving

MS Office (Word, Excel)

Organisation

Proactive

Tools

MS Office

Job description

Equans in the West Midlands is seeking a Resident/Customer Liaison Officer to manage communications with residents during construction, regeneration or maintenance projects. You will coordinate information, resolve issues promptly, and provide ongoing support to residents through the project lifecycle, ensuring clear, accessible dialogue and strong community relationships.

The role requires empathy, organisation, and proactive problem-solving to prevent disputes and maintain a positive company