Resident Liaison Officer – Retrofit & Community Impact

Mears Group PLC; Cottenham; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Company Sick Pay

Life Assurance (2x salary)

Pension contribution 5%

25 days annual leave

Job summary

Mears Group PLC in Cambridge, Cottenham, is seeking a Resident Liaison Officer for the SHDF retrofit programme. You will provide front-facing support and proactive communication throughout the works life cycle, ensuring the customer remains at the heart of the service.

You will build relationships with residents, explain planned works, manage access, and support vulnerable residents while coordinating with site teams and stakeholders to resolve queries promptly.

Qualifications

• Strong customer service experience with a resident-focused approach.
• Previous experience in a Resident Liaison or similar role.
• Excellent written, verbal and interpersonal communication skills.
• Ability to manage multiple priorities in a busy, fast-paced environment.

Responsibilities

• Act as the main point of contact for residents throughout the retrofit works, providing clear and regular updates.
• Build positive relationships with residents, ensuring their needs and concerns are listened to and managed professionally.
• Explain planned works, timescales and what residents can expect before, during and after works take place.
• Arrange and coordinate access to properties, working closely with residents and operational teams to minimise disruption.
• Support residents throughout the works, including those who may be vulnerable or require additional assistance.
• Liaise with site teams, contractors and other stakeholders to resolve resident queries, concerns or complaints promptly.
• Carry out resident visits and maintain regular face-to-face communication throughout the works programme.
• Maintain accurate records of resident communications, appointments, access arrangements and any issues raised.
• Support resident engagement activities, including meetings, consultations and information sessions where required.
• Monitor customer satisfaction and proactively address any issues that could impact the resident experience.
• Ensure residents are treated with respect and that the customer remains at the heart of the service throughout the works lifecycle.
• Work collaboratively with the wider team to support the successful delivery of the SHDF retrofit programme.

Skills

Customer service

Resident liaison

Communication skills

Multi-tasking

Record keeping

Team collaboration

Job description

Mears Group PLC in Cambridge, Cottenham, is seeking a Resident Liaison Officer for the SHDF retrofit programme. You will provide front-facing support and proactive communication throughout the works life cycle, ensuring the customer remains at the heart of the service.

You will build relationships with residents, explain planned works, manage access, and support vulnerable residents while coordinating with site teams and stakeholders to resolve queries promptly.