Resident Experience Liaison for Retrofit Projects

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

Benefits offered by this job

Car allowance

Job summary

Construction Resources Limited in Coventry is seeking a Customer Liaison Officer to manage the resident journey on retrofit projects, ensuring clear communication and minimal disruption.

You will work closely with site teams, clients, subcontractors and local stakeholders to deliver a high-quality resident experience before, during and after works, and you will help organise consultations and maintain satisfaction across the programme.

Qualifications

• Minimum one year's experience in a customer-facing role within the construction, housing, property maintenance, refurbishment, or retrofit sector.
• Full UK Driving Licence.
• GCSEs (or equivalent), including English and Maths.
• Excellent organisational skills and the ability to manage a varied workload.
• Strong customer service and communication skills.
• Good understanding of construction site health and safety.
• Ability to build positive relationships with residents and stakeholders at all levels.
• Desirable: 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 throughout the project.
• Identify vulnerable residents and any additional support requirements.
• Respond professionally to resident enquiries, concerns, and complaints.
• Manage the resident engagement process in line with project requirements.
• Develop strong working relationships with residents, clients, subcontractors, site teams, 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 and recording property information and photographs 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.
• Support social value initiatives and community engagement activities.

Skills

Customer service

Communication

Organisational skills

Health & safety knowledge

Stakeholder management

Education

GCSEs (or equivalent), including English and Maths

Job description

Construction Resources Limited in Coventry is seeking a Customer Liaison Officer to manage the resident journey on retrofit projects, ensuring clear communication and minimal disruption.

You will work closely with site teams, clients, subcontractors and local stakeholders to deliver a high-quality resident experience before, during and after works, and you will help organise consultations and maintain satisfaction across the programme.