Resident Liaison Officer

Highbury Recruitment; Norwich; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Temporary contract with potential to a

Supportive team environment

Housing/refurbishment project exposure

Job summary

Highbury Recruitment is seeking a Resident Liaison Officer to support residents returning to their homes after refurbishment works. You will manage communications, resolve concerns, and ensure residents feel informed and valued throughout the process.

You will coordinate with project teams, prepare updates, and deliver an exceptional customer experience as the key contact for residents at every stage.

Qualifications

• Experience in customer service, resident liaison, or community engagement.
• Excellent communication and interpersonal skills.
• Strong empathy and ability to build trust with diverse people.
• Highly organised with strong administration and record-keeping abilities.
• Experience producing reports and maintaining documentation.
• Proactive problem-solving with end-to-end resolution.

Responsibilities

• Act as the main point of contact for residents before, during, and after their return to their property.
• Build positive relationships and provide consistently high customer service.
• Respond promptly and professionally to resident enquiries, concerns and complaints.
• Provide clear information regarding refurbishment works, timelines and handovers.
• Produce a monthly resident newsletters and updates.
• Maintain accurate records of all resident communications and actions taken.
• Prepare reports and provide regular updates to management and project teams.
• Liaise with contractors, project managers, removal companies and other stakeholders to resolve resident issues.
• Support residents and those requiring additional assistance during the moving-back process.

Skills

Customer service

Communication skills

Empathy

Organisation

Report writing

MS Office

Tools

MS Word

MS Excel

Outlook

Job description

Resident Liaison Officer

About the Role

We are looking for a friendly, compassionate, and highly organised Resident Liaison Officer to support residents throughout the process of moving back into their homes following refurbishment works.

As the key point of contact, you will play an important role in ensuring residents feel informed, supported, and valued at every stage of their journey. You'll help manage communications, resolve concerns, coordinate with project teams, and deliver an exceptional customer experience.

Key Responsibilities

• Act as the main point of contact for residents before, during, and after their return to their property.
• Build positive relationships and provide a consistently high standard of customer service.
• Respond promptly and professionally to resident enquiries, concerns, and complaints.
• Provide clear information regarding refurbishment works, timelines, schedules, and property handovers.
• Produce a monthly resident newsletters and updates.
• Maintain accurate records of all resident communications and actions taken.
• Prepare reports and provide regular updates to management and project teams.
• Liaise with contractors, project managers, removal companies, and other stakeholders to ensure resident issues are resolved efficiently.
• Support residents and those requiring additional assistance during the moving-back process.
• Help ensure a smooth and positive experience for all residents throughout the project.

Skills & Experience

Essential

• Previous experience in a customer service, resident liaison, community engagement, housing, or new build environment.
• Excellent communication and interpersonal skills.
• Strong empathy and the ability to build trust and rapport with a diverse range of people.
• Highly organised with strong administration and record-keeping skills.
• Experience producing reports and maintaining accurate documentation.
• Proactive problem-solving skills with the ability to manage issues through to resolution.
• Competent in Microsoft Office applications, including Word, Excel, and Outlook.
• Ability to work independently and effectively manage a varied workload.

Desirable

• Experience working within construction, refurbishment, property management, housing associations, or new development projects.
• Knowledge of resident engagement practices and customer service within the construction sector.

Personal Qualities

We are looking for someone who is:

• Friendly, approachable, and professional.
• Patient and understanding when dealing with sensitive situations.
• Empathetic and customer-focused.
• Highly organised with strong attention to detail.
• Resilient and able to remain calm under pressure.
• A confident communicator who enjoys helping people and making a difference.
• Committed to delivering an outstanding resident experience.

Benefits

• Competitive salary.
• Supportive and friendly team environment.
• Ongoing temporary contract with the potential to become permanent for the right candidate.
• This role would suit someone from a housing, customer service, new homes, property management, or community engagement background who enjoys working closely with people and delivering excellent service