Resident Experience & Communications Coordinator

Highbury Recruitment; Norwich; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Temporary contract with potential to a

Supportive team environment

Housing/refurbishment project exposure

Job summary

Highbury Recruitment is seeking a Resident Liaison Officer to support residents returning to their homes after refurbishment works. You will manage communications, resolve concerns, and ensure residents feel informed and valued throughout the process.

You will coordinate with project teams, prepare updates, and deliver an exceptional customer experience as the key contact for residents at every stage.

Qualifications

• Experience in customer service, resident liaison, or community engagement.
• Excellent communication and interpersonal skills.
• Strong empathy and ability to build trust with diverse people.
• Highly organised with strong administration and record-keeping abilities.
• Experience producing reports and maintaining documentation.
• Proactive problem-solving with end-to-end resolution.

Responsibilities

• Act as the main point of contact for residents before, during, and after their return to their property.
• Build positive relationships and provide consistently high customer service.
• Respond promptly and professionally to resident enquiries, concerns and complaints.
• Provide clear information regarding refurbishment works, timelines and handovers.
• Produce a monthly resident newsletters and updates.
• Maintain accurate records of all resident communications and actions taken.
• Prepare reports and provide regular updates to management and project teams.
• Liaise with contractors, project managers, removal companies and other stakeholders to resolve resident issues.
• Support residents and those requiring additional assistance during the moving-back process.

Skills

Customer service

Communication skills

Empathy

Organisation

Report writing

MS Office

Tools

MS Word

MS Excel

Outlook

Job description

Highbury Recruitment is seeking a Resident Liaison Officer to support residents returning to their homes after refurbishment works. You will manage communications, resolve concerns, and ensure residents feel informed and valued throughout the process.

You will coordinate with project teams, prepare updates, and deliver an exceptional customer experience as the key contact for residents at every stage.