Resident Liaison Officer Equans Job listing

Retrofit Professionals; Norwich; On-site; GBP 22,000 - 29,000; Full time

Benefits offered by this job

25 days annual leave

Life cover 2x salary

Employee discounts

Cycle to work scheme

CSR days

Job summary

Equans is recruiting for a Resident Liaison Officer (RLO) to join our team in Norwich, supporting refurbishment and retrofit works on social housing schemes. You will be the primary contact for residents, ensuring they are informed, respected and supported throughout the programme to maintain high satisfaction and smooth on-site delivery.

You’ll coordinate communications, liaise with multiple stakeholders, and help safeguard vulnerable residents while contributing to the project’s positive

Qualifications

• Experience in a Resident Liaison Officer, Housing Officer, Customer Service or Community Engagement role—ideally 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.

Responsibilities

• 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 complaints
• Maintain 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

Skills

Communication skills

Resident liaison

Customer service

Organised

Independent worker

Driving licence

Job description

Equans is recruiting for aResident Liaison Officer (RLO) to join our team inNorwich, supporting the delivery of refurbishment and retrofit works on social housing schemes across the region. If you’re passionate about delivering excellent customer service, have experience in a tenant- or resident-facing role, and want to make a real difference in people’s lives—this could be the perfect opportunity for you.

As an RLO, you’ll be the key point of contact for residents living in properties undergoing improvement works. You’ll 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 complaints
• Maintain 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 role—ideally 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
• 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 you’re encouraged to grow

AtEquans, 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.