Resident Experience Liaison for Retrofit & Heritage

Construction Resources; West Kirby; On-site; GBP 26,000 - 36,000; Full time

Job summary

Construction Resources is seeking a Customer Liaison Officer to guide residents through refurbishment and retrofit projects. You will be the main contact, ensuring clear communication, minimizing disruption, and delivering an outstanding resident experience from pre-work through to completion.

Working with site teams, clients, subcontractors and local stakeholders, you will foster strong relationships, coordinate access, and support social value initiatives while maintaining GDPR-compliant

Qualifications

• Minimum one year in a customer-facing role within construction, housing, refurbishment or retrofit.
• 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.

Responsibilities

• Provide consultation and support to residents before, during and after works.
• Build positive relationships with residents to ensure an excellent customer experience throughout the project lifecycle.
• Identify vulnerable residents and ensure appropriate support measures.
• Maintain resident information securely in line with GDPR/data protection requirements.
• Respond promptly and professionally to resident enquiries, concerns and complaints.
• Manage the resident engagement process in line with client/project requirements.
• Develop strong working relationships with residents, clients, subcontractors, site teams and community representatives.
• Organise and attend resident consultation events, information sessions and one-to-one meetings.
• Carry out resident inductions, explain programme of works, conduct surveys, and record 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.

Skills

Customer service

Organisational skills

Communication

Stakeholder management

Health & safety awareness

Full UK driving licence

Education

GCSEs including English & Maths

Job description

Construction Resources is seeking a Customer Liaison Officer to guide residents through refurbishment and retrofit projects. You will be the main contact, ensuring clear communication, minimizing disruption, and delivering an outstanding resident experience from pre-work through to completion.

Working with site teams, clients, subcontractors and local stakeholders, you will foster strong relationships, coordinate access, and support social value initiatives while maintaining GDPR-compliant