Resident Experience Liaison

Connolly Limited; Carlisle; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Competitive salary and benefits

Generous holiday entitlement and own/p

Ongoing training and development

Job summary

Connolly Limited is seeking a Customer Liaison Officer to bridge residents, clients and operational teams during refurbishment projects. You will ensure clear communication, address concerns and deliver a respectful, compassionate service within residents' homes.

The role focuses on building trust, managing consultations and maintaining records, with emphasis on supporting vulnerable residents and delivering an outstanding resident experience throughout the project lifecycle.

Qualifications

• Experience in resident liaison or social housing role.
• Experience during refurbishment/maintenance is advantageous.
• Excellent communication and interpersonal abilities.
• Ability to build trust with diverse groups.
• Organised and IT-literate.

Responsibilities

• Build strong, positive relationships with residents during project delivery.
• Be the first point of contact for inquiries and concerns.
• Provide clear updates on planned works and project progress.
• Distribute resident information and updates.
• Attend resident consultations and community events.
• Support vulnerable residents and understand individual needs.
• Coordinate with housing associations, authorities, and site teams.
• Handle complaints professionally and proactively.
• Monitor satisfaction and identify improvements.
• Maintain accurate records and documentation.
• Support operations to deliver a great resident experience.

Skills

Interpersonal skills

Communication

Customer service

Empathy

Problem solving

Tools

MS Office

Job description

Connolly Limited is seeking a Customer Liaison Officer to bridge residents, clients and operational teams during refurbishment projects. You will ensure clear communication, address concerns and deliver a respectful, compassionate service within residents' homes.

The role focuses on building trust, managing consultations and maintaining records, with emphasis on supporting vulnerable residents and delivering an outstanding resident experience throughout the project lifecycle.