Resident Experience Liaison Specialist

Equans; Birmingham; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Annual leave 24 days

Life cover 1.5x salary

Discount shopping

Gym discounts

Cycle to work

Holiday purchase scheme

CSR days

Learning opportunities

Referral rewards

WiE Network

RISE Network

Disability Network

EAP

Wellbeing app

Job summary

Equans seeks a Customer Liaison Officer in Birmingham to consult and support residents before, during and after works, ensuring high customer satisfaction. You will manage the resident journey, build strong relationships with residents, clients, subcontractors and local stakeholders, and lead consultations on future projects.

The role requires prior customer service experience, resident liaison in construction or social housing, familiarity with GDPR, and proficiency in MS Office.

Qualifications

• Minimum experience in a customer service role.
• Experience as resident liaison in construction/social housing is preferred.
• Familiar with GDPR regulations and data handling.
• Proficient with MS Office.

Responsibilities

• Provide consultation and support to residents before, during and after works to ensure satisfaction.
• Manage the resident journey following client and company procedures.
• Build relationships with residents, clients, subcontractors and local stakeholders.
• Organise consultation events and individual consultations with residents about future work.
• Induct residents to Equans, CLO/RLO process, scope of works and surveys, with photo evidence.
• Record resident profiles and coordinate with site management and client care teams.
• Agree access with residents and book home visits.
• Organise support needs (packing boxes, dust sheets, storage) as needed.

Skills

Customer service

Resident liaison

GDPR knowledge

MS Office

Job description

Equans seeks a Customer Liaison Officer in Birmingham to consult and support residents before, during and after works, ensuring high customer satisfaction. You will manage the resident journey, build strong relationships with residents, clients, subcontractors and local stakeholders, and lead consultations on future projects.

The role requires prior customer service experience, resident liaison in construction or social housing, familiarity with GDPR, and proficiency in MS Office.