Resident Experience Liaison for Refurbishment Projects

Construction Resources Limited; Nottingham; On-site; GBP 26,000 - 34,000; Full time

Job summary

Construction Resources Limited is seeking a Customer Liaison Officer in Nottingh am to manage the resident journey during refurbishment and retrofit projects. You will be the main contact for residents, ensuring clear communication, minimal disruption, and a high-quality customer experience before, during, and after works.

You will collaborate with site teams, clients, subcontractors, and local stakeholders to deliver projects efficiently while maintaining resident satisfaction.

Qualifications

• Minimum one year's experience in a customer-facing role within construction, housing, property maintenance, refurbishment, or retrofit sector.
• Full UK Driving Licence.
• GCSEs (or equivalent) including English and Maths.
• Excellent organisational skills with the ability to manage a varied workload.
• Strong customer service and communication skills.
• Good understanding of construction site health and safety practices.
• Ability to build positive relationships with residents and stakeholders at all levels.
• Experience working within social housing, planned maintenance, refurbishment, or energy efficiency programmes.
• Knowledge of retrofit or decarbonisation projects.
• Experience supporting community engagement or social value initiatives.

Responsibilities

• Provide consultation and support to residents before, during, and after works are completed.
• Build positive relationships with residents to ensure an excellent customer experience throughout the project lifecycle.
• Identify vulnerable residents and any additional support requirements, ensuring appropriate measures are implemented.
• Maintain resident information securely in accordance with GDPR and data protection requirements.
• Respond promptly and professionally to resident enquiries, concerns, and complaints.
• Manage the resident engagement process in line with client and project requirements.
• Develop strong working relationships with residents, clients, subcontractors, site teams, community representatives, and customer care teams.
• Organise and attend resident consultation events, information sessions, and one-to-one meetings.
• Carry out resident inductions, including explaining the programme of works, conducting property condition surveys, and recording photographic evidence where required.
• Complete resident profiling to support effective project planning and communication.
• Coordinate access arrangements and schedule appointments with residents.
• Prepare and distribute resident communication packs for new projects.
• Support social value initiatives by identifying and participating in community engagement activities and local events.

Skills

Customer service

Communication

Organisational skills

Relationship building

Health & safety awareness

Time management

Stakeholder engagement

Social value/community engagement

Construction sector knowledge

Education

GCSEs including English and Maths

Job description

Construction Resources Limited is seeking a Customer Liaison Officer in Nottingh am to manage the resident journey during refurbishment and retrofit projects. You will be the main contact for residents, ensuring clear communication, minimal disruption, and a high-quality customer experience before, during, and after works.

You will collaborate with site teams, clients, subcontractors, and local stakeholders to deliver projects efficiently while maintaining resident satisfaction.