Resident Experience Liaison

UI Social Infrastructure Limited; United Kingdom; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Job summary

United Infrastructure is seeking an experienced Resident Liaison Officer to promote high standards of customer care for residents and ensure strong communication between residents, the client, the call centre and the operations team. The role supports proactive issue resolution and relationship management within social infrastructure projects.

Candidates with retail or care experience who want to apply their customer service skills in a rewarding new environment are welcome.

Qualifications

• Experience in customer-facing roles is preferred.
• Ability to communicate clearly with residents, clients and teams.
• Discretion and sensitivity in public-facing interactions.

Responsibilities

• Ensure adherence to United Living HSE&Q standards and policies.
• Coordinate pre-start meetings with residents and document needs.
• Maintain clear written communications with residents throughout works.
• Develop action plans from needs assessments with client and site management.
• Record and photograph property conditions before works start.
• Provide residents with out-of-hours contact information and updates.
• Monitor and resolve escalated complaints to maintain service delivery.
• Work with the Call Centre and wider team to meet KPIs and contract requirements.

Skills

Customer service

Communication

Public facing

Job description

United Infrastructure is seeking an experienced Resident Liaison Officer to promote high standards of customer care for residents and ensure strong communication between residents, the client, the call centre and the operations team. The role supports proactive issue resolution and relationship management within social infrastructure projects.

Candidates with retail or care experience who want to apply their customer service skills in a rewarding new environment are welcome.