Resident Liaison Officer

EQUANS; Norwich; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading construction firm in Norwich is seeking a Resident Liaison Officer to support the delivery of refurbishment projects in social housing. The role emphasizes providing excellent customer service and ensuring residents are informed and supported throughout the works. Candidates should have experience in tenant-facing roles and strong communication skills. The position offers a supportive work environment and various employee benefits.

Benefits

25 days annual leave (+ public holidays)

Life cover equivalent to 2x annual salary

Employee discount shopping schemes

Gym membership discounts

Cycle to work scheme

Training and professional development opportunities

Qualifications

• Experience in a tenant-facing role, ideally within the housing or construction sectors.
• Ability to handle sensitive issues calmly and professionally.
• Full UK driving licence preferred.

Responsibilities

• Act as the first point of contact for residents during construction works.
• Ensure effective communication with residents throughout the project.
• Liaise with internal teams and external stakeholders for seamless project delivery.
• Coordinate resident engagement activities, including feedback and surveys.
• Monitor and resolve resident concerns and complaints promptly.

Skills

Excellent communication skills

Interpersonal skills

Organisational skills

Proactive attitude

Conflict resolution

Job description

Equans is recruiting for a Resident Liaison Officer (RLO) to join our team in Norwich , supporting the delivery of refurbishment and retrofit works on social housing schemes across the region. If youre passionate about delivering excellent customer service, have experience in a tenant- or resident-facing role, and want to make a real difference in peoples livesthis could be the perfect opportunity for you.

As an RLO, youll be the key point of contact for residents living in properties undergoing improvement works. Youll ensure they feel informed, respected and supported before, during and after the programme, helping to maintain high levels of customer satisfaction and smooth delivery on site.

What will you deliver?

• Act as the first point of contact for residents affected by planned works on site
• Deliver clear, timely communications before, during, and after works
• Liaise with internal teams, contractors and external stakeholders to ensure access, scheduling and programme information is shared appropriately
• Coordinate resident engagement activities including letters, packs, satisfaction surveys and feedback follow-ups>
• Log, monitor and resolve resident concerns, queries and complaintsMaintain records of visits, contact, access issues and resolutions
• Work closely with site management to minimise disruption to residents and resolve issues promptly
• Identify and support vulnerable residents, ensuring safeguarding measures are followed
• Contribute to the positive image of Equans on site and in the wider community

Who are you?

Experience in a Resident Liaison Officer, Housing Officer, Customer Service or Community Engagement roleideally within construction, refurbishment, or housing environments

Excellent communication and interpersonal skills

Confident in resolving sensitive issues calmly and professionally

Organised and proactive, with strong attention to detail

Comfortable working independently and managing your own workload

Full UK driving licence preferred

What can we offer you?

• 25 days annual leave (+ public holidays)
• Life cover equivalent to 2x annual salary
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts
• Cycle to work scheme and holiday purchase options
• Two corporate social responsibility days per year
• A wide range of training and professional development opportunities
• A friendly, supportive work culture where youre encouraged to grow

At Equans , we believe in creating inclusive environments that reflect the communities we serve. We welcome applicants from all backgrounds and are committed to supporting your professional development and wellbeing.