Resident Liaison Officer

Rullion; Nottingham; Hybrid; GBP 32,000 - 36,000; Full time

Job summary

Rullion is seeking a Resident Liaison Officer in Nottingham to support energy efficiency projects across residential properties. You will serve as the main contact for residents, coordinating appointments, and maintaining records as works progress.

The role emphasizes administration, coordination, and clear resident communication, with site visits as needed and a transition to hybrid work after training. A strong focus on customer service and accessibility is essential.

Qualifications

• Experience in resident liaison, customer service, housing administration, or project administration.
• Experience maintaining accurate records and coordinating appointments.
• Experience communicating directly with residents or customers.
• Full UK driving licence.
• CSCS card.
• Experience with vulnerable residents or accessible communication.
• Understanding of site-based operations or construction environments.
• Experience in social housing, Housing Associations, or energy efficiency projects would be beneficial.

Responsibilities

• Act as a key point of contact for residents throughout planned works and energy efficiency installations.
• Communicate clearly with residents regarding appointments, works, timescales and any changes to planned activity.
• Coordinate appointments and site visits between residents, contractors, Housing Associations and internal project teams.
• Maintain accurate resident records and ensure systems are updated with relevant information.
• Support vulnerable residents and those with accessibility or additional communication requirements.
• Respond to resident queries, concerns and complaints professionally and sensitively.
• Liaise with contractors, site managers, Housing Associations and internal stakeholders to resolve issues and keep projects progressing.
• Explain technical information to residents in a clear and easy-to-understand way.
• Identify and escalate operational or customer issues where appropriate.
• Support project reporting and provide accurate updates to internal stakeholders.
• Attend project and construction sites when required.
• Help maintain a positive resident experience throughout the project and contribute towards strong customer satisfaction and NPS performance.

Skills

Administration

Coordination

Organisational skills

Customer service

Resident communication

Attention to detail

Multi-tasking

Independent working

Empathy

Job description

Resident Liaison Officer

Contract Type: PAYE Contract

Duration: 3 months

Location: Nottingham - Site/office based initially, with hybrid working available after training. Travel to project sites will be required.

Pay Rate: £16.63-£18.71 per hour

Start Date: ASAP

Hours: 37 hours per week, Monday-Friday

Job Overview:

We are looking for an organised and customer-focused Resident Liaison Officer to support the delivery of energy efficiency projects across residential properties.

Working closely with project teams, contractors, Housing Associations and site managers, you will act as a key point of contact for residents throughout the delivery of works including insulation, solar panels, heat pumps and other low-carbon heating solutions.

This role is more focused on administration, coordination and resident communication than a traditional site-heavy RLO position, although site visits will still be required when needed.

You will be responsible for keeping residents informed, coordinating appointments, maintaining accurate records and ensuring queries or concerns are handled professionally throughout the customer journey.

Your Responsibilities:

• Act as a key point of contact for residents throughout planned works and energy efficiency installations.


• Communicate clearly with residents regarding appointments, works, timescales and any changes to planned activity.


• Coordinate appointments and site visits between residents, contractors, Housing Associations and internal project teams.


• Maintain accurate resident records and ensure systems are updated with relevant information.


• Support vulnerable residents and those with accessibility or additional communication requirements.


• Respond to resident queries, concerns and complaints professionally and sensitively.


• Liaise with contractors, site managers, Housing Associations and internal stakeholders to resolve issues and keep projects progressing.


• Explain technical information to residents in a clear and easy-to-understand way.


• Identify and escalat operational or customer issues where appropriate.


• Support project reporting and provide accurate updates to internal stakeholders.


• Attend project and construction sites when required.


• Help maintain a positive resident experience throughout the project and contribute towards strong customer satisfaction and NPS performance.

What We're Looking For:

• Strong administration, coordination and organisational skills.


• Excellent attention to detail and the ability to maintain accurate records.


• Strong customer service and resident communication skills.


• Confidence dealing with queries, complaints and challenging conversations professionally.


• The ability to manage multiple residents, appointments and priorities at the same time.


• A patient and empathetic approach when supporting vulnerable residents or individuals with accessibility requirements.


• Confidence communicating with contractors, Housing Associations, site teams and internal stakeholders.


• The ability to work independently and manage your own workload effectively.


• Comfortable attending construction or project sites when required.

Experience/Qualifications Required:

• Previous experience within resident liaison, customer service, housing administration, community engagement or project administration.


• Experience managing records, coordinating appointments and maintaining accurate information.


• Previous experience communicating directly with residents or customers.


• Full UK driving licence.


• CSCS card.


• Experience working with vulnerable residents or customers requiring accessible communication.


• An understanding of site-based operations or construction environments.


• Experience within social housing, Housing Associations, property maintenance, planned works, construction, retrofit or energy efficiency would be particularly beneficial.


• Previous experience working with Housing Associations, Local Authorities or Advice Centres would be advantageous.


• Knowledge of retrofit, green energy, BEIS or Local Authority schemes would be beneficial but is not essential.

INDOT-MW

We celebrate and support diversity and are committed to ensuring equal opportunities for both employees and applicants.

Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.