Senior Resident Liaison - Customer Experience Lead

Build Recruitment Limited; Long Bennington; On-site; GBP 36,000 - 42,000; Full time

Job summary

Build Recruitment Limited is seeking a Senior Resident Liaison Officer to join a busy team delivering works across the social housing/construction sector. You will build strong relationships with residents, manage expectations and ensure clear communication throughout the works.

The role includes handling complaints, investigating issues, and supporting the wider team to deliver a positive resident experience. Excellent communication and organisation are essential.

Qualifications

• Background within resident liaison, social housing or maintenance is essential.
• Previous experience in a customer service or resident-facing role.
• Experience managing or supervising people is highly desirable.
• Good understanding of customer service and stakeholder management.
• Confident dealing with complaints and challenging situations.
• Good working knowledge of Microsoft Office.
• Understanding of GDPR and data confidentiality.
• Excellent communication and organisational skills.
• Professional, approachable and confident when dealing with residents.

Responsibilities

• This is a customer-focused role where you’ll be responsible for building strong relationships with residents, managing expectations and ensuring communication remains clear throughout the works.
• You’ll also have responsibility for handling complaints, investigating issues and supporting the wider team to deliver a positive resident experience.

Skills

Customer service

Resident-facing

Stakeholder management

Communication skills

GDPR awareness

Microsoft Office

Complaint handling

Team supervision

Job description

Build Recruitment Limited is seeking a Senior Resident Liaison Officer to join a busy team delivering works across the social housing/construction sector. You will build strong relationships with residents, manage expectations and ensure clear communication throughout the works.

The role includes handling complaints, investigating issues, and supporting the wider team to deliver a positive resident experience. Excellent communication and organisation are essential.