Resident Engagement Lead - Social Housing Projects

Fortem; Grimsby; Hybrid; GBP 25,000 - 34,000; Full time

Benefits offered by this job

Motor expenditure allowance

Company car

Salary sacrifice car lease

Private healthcare

Dental care

Cycle to work

Gym discounts

Referral bonus

Training program

Birthday leave

Sick pay

Paternity/maternity leave

Annual pay reviews

Retail/mobile discounts

Job summary

Fortem is seeking an experienced Customer Liaison Officer to support Capital Works and Retrofit programmes across Grimsby and Boston. The role is permanent with travel across sites and standard hours Monday to Friday 8am-4:30pm.

You will lead resident engagement, provide clear updates on works, and serve as the main contact for residents, ensuring smooth access arrangements and timely issue resolution. Fortem offers a supportive team and a strong benefits package.

Qualifications

• Experience in customer-facing roles is essential.
• Ability to handle sensitive situations with tact and discretion.
• Strong negotiation and relationship-building skills.
• Proficiency in Microsoft Office suite (Word, Excel, Outlook).
• Valid full driving licence required.
• Experience in the social housing sector is advantageous.
• Previous CLO/TLO experience is not essential but beneficial.

Responsibilities

• Lead resident and community engagement initiatives and build relationships with local communities.
• Deliver clear communications to customers about the works scope.
• Act as main point of contact for residents and address enquiries empathetically.
• Coordinate access arrangements to ensure on-schedule delivery of works.
• Resolve access-related issues promptly and escalate when needed.
• Maintain accurate records of communications and issue resolutions for project documentation.

Skills

Customer-facing experience

Sensitive situations handling

Negotiation skills

Microsoft Office

Full driving licence

Social Housing experience

CLO/TLO experience

Tools

Microsoft Office

Job description

Fortem is seeking an experienced Customer Liaison Officer to support Capital Works and Retrofit programmes across Grimsby and Boston. The role is permanent with travel across sites and standard hours Monday to Friday 8am-4:30pm.

You will lead resident engagement, provide clear updates on works, and serve as the main contact for residents, ensuring smooth access arrangements and timely issue resolution. Fortem offers a supportive team and a strong benefits package.