Resident Engagement Lead – Net Zero Retrofit Projects

Career Choices Dewis Gyrfa Ltd; Trafford; On-site; GBP 26,000 - 36,000; Full time

Job summary

Net Zero Careers is seeking a Customer Liaison Officer to support the delivery of sustainability and planned works programmes. You will work closely with the Planned Works Manager, Asset Management Team, contractors and residents across the North West to keep customers informed, supported and engaged throughout projects.

The role requires strong communication, organisation and relationship-building skills to ensure high levels of customer satisfaction while travelling to residents' homes and

Qualifications

• Full UK driving licence and willingness to travel across the North West.
• Experience managing your own workload independently.
• Ability to work effectively with a diverse range of customers, demonstrating empathy, fairness and professionalism.
• Experience handling resident enquiries, complaints and service requests.
• Experience developing relationships with customers, contractors, partners and colleagues.
• Proven ability to coordinate multiple stakeholders and agencies to deliver successful outcomes.
• Strong IT skills, including Microsoft Office applications.
• Excellent communication and interpersonal skills.
• Strong organisational skills with the ability to work both independently and as part of a team.
• Customer-focused with a commitment to delivering excellent service.
• Ability to work under pressure and manage competing priorities.
• GCSEs (or equivalent) in Maths and English.

Responsibilities

• Resident Engagement & Communication: Carry out resident consultations and choice events relating to planned works.
• Coordinate and record residents' choices where applicable.
• Produce and distribute pre-works communications including introduction letters, information leaflets, 14-day notices, 7-day notices, 48/24-hour notices; conduct inductions and pre-works surveys.
• Provide ongoing support, advice and information to residents throughout the duration of works.
• Agree access arrangements with residents and maintain access throughout projects.
• Identify and organise support requirements including packing, storage, respite support, care-related needs.
• Visit residents during works to ensure protection measures are in place and address concerns.
• Ensure resident requirements are communicated to site teams.
• Record refusals and ensure documentation is completed.
• Manage resident complaints and issues in line with procedures.
• Attend site, client and resident meetings as required.
• Stakeholder & Community Engagement: Develop and maintain relationships with tenant and resident associations, local authorities, police, schools, businesses, and other community stakeholders.
• Identify opportunities for community initiatives, positive news stories and PR activities.
• Administration & Reporting: Maintain accurate property and resident records, monitor customer satisfaction and progress; prepare monthly reports.

Skills

Communication

Customer service

Organisation

Empathy

Stakeholder management

Teamwork

Problem solving

IT skills

Education

NVQ Level 2 in customer care or higher

GCSE Maths and English

Tools

Microsoft Office

Job description

Net Zero Careers is seeking a Customer Liaison Officer to support the delivery of sustainability and planned works programmes. You will work closely with the Planned Works Manager, Asset Management Team, contractors and residents across the North West to keep customers informed, supported and engaged throughout projects.

The role requires strong communication, organisation and relationship-building skills to ensure high levels of customer satisfaction while travelling to residents' homes and