Resident Liaison & Customer Experience Lead - 12 Month FTC

Equans Group; Tamworth; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

24 days annual leave

Life Cover 1.5x salary

Employee discounts

Gym membership discounts

Cycle to work scheme

Holiday purchase scheme

CSR days

Learning opportunities and training

Employee referral rewards

Employee networks including WiE, RISE,

Disability Network

Job summary

Equans Group is seeking a Customer Liaison Officer in Tamworth for a 12-month fixed-term contract. The role focuses on guiding residents through the end-to-end works process, ensuring satisfaction and smooth coordination with clients, subcontractors and site teams.

You will lead resident consultations, inductions, and profiling, while maintaining GDPR compliance and strong relationships across stakeholders. A full-time position with a competitive salary and benefits package is offered.

Qualifications

• Previous experience in a customer service based role.
• Previous resident liaison experience within the construction / social housing sector.
• Basic understanding of construction and social housing.
• Familiarisation of GDPR regulations.
• Computer literate in MS office.

Responsibilities

• Provide consultation and support to residents before, during and after works to ensure high levels of customer satisfaction.
• Manage the customer/resident journey following client and company engagement procedures.
• Develop effective working relationships with residents, clients, subcontractors, site-based personnel, local stakeholders and the Customer Care Department.
• Carry out choice events and consultation events with residents about future work.
• Carry out resident inductions including introduction to Equans, CLO/RLO process, scope of works and surveys with photo evidence.
• Complete resident profiling and coordinate with site management to implement working practices and discuss with Client’s customer care team where appropriate.
• Agree access arrangements with residents and book appointments for work at their home.
• Organise and provide support needs such as packing boxes, dust sheets, storage and other agreed facilities.

Skills

Customer service

Resident liaison

GDPR

MS Office

Construction understanding

Tools

MS Office

Job description

Equans Group is seeking a Customer Liaison Officer in Tamworth for a 12-month fixed-term contract. The role focuses on guiding residents through the end-to-end works process, ensuring satisfaction and smooth coordination with clients, subcontractors and site teams.

You will lead resident consultations, inductions, and profiling, while maintaining GDPR compliance and strong relationships across stakeholders. A full-time position with a competitive salary and benefits package is offered.