Customer Liaison Officer

Customer Liaison Officer

Location: Harrow

Contract: Full-Time | Permanent

Hours: Monday to Thursday: 8:00am – 5:00pm | Friday: 8:00am – 4:30pm

About Our Client

Our client is a leading provider of residential retrofit, refurbishment, and decarbonisation solutions, delivering large-scale energy efficiency programmes across social housing, private residential, and mixed-tenure developments.

With a strong portfolio of retrofit and sustainability projects, they are committed to improving the quality, comfort, and energy performance of homes while supporting communities through initiatives that reduce fuel poverty, lower carbon emissions, and contribute towards the UK's Net Zero targets.

Due to continued growth, our client is seeking an experienced Tenant Liaison Officer to join their team in Buckinghamshire.

Overview of the Role

As a Tenant Liaison Officer, you will play a key role in managing the resident journey throughout planned refurbishment and retrofit projects. Acting as the main point of contact for residents, you will ensure clear communication, minimise disruption, and deliver an excellent customer experience before, during, and after works are completed.

Working closely with site teams, clients, subcontractors, and local stakeholders, you will help ensure projects are delivered efficiently while maintaining high levels of resident satisfaction.

Key Responsibilities

• Provide consultation and support to residents before, during, and after works are completed.
• Build positive relationships with residents to ensure an excellent customer experience throughout the project lifecycle.
• Identify vulnerable residents and any additional support requirements, ensuring appropriate measures are implemented.
• Maintain resident information securely in accordance with GDPR and data protection requirements.
• Respond promptly and professionally to resident enquiries, concerns, and complaints.
• Manage the resident engagement process in line with client and project requirements.
• Develop strong working relationships with residents, clients, subcontractors, site teams, community representatives, and customer care teams.
• Organise and attend resident consultation events, information sessions, and one-to-one meetings.
• Carry out resident inductions, including explaining the programme of works, conducting property condition surveys, and recording photographic evidence where required.
• Complete resident profiling to support effective project planning and communication.
• Coordinate access arrangements and schedule appointments with residents.
• Prepare and distribute resident communication packs for new projects.
• Support social value initiatives by identifying and participating in community engagement activities and local events.

Skills & Experience

Essential

• Minimum one year's experience in a customer-facing role within the construction, housing, property maintenance, refurbishment, or retrofit sector.
• Full UK Driving Licence.
• GCSEs (or equivalent) including English and Maths.
• Excellent organisational skills with the ability to manage a varied workload.
• Strong customer service and communication skills.
• Good understanding of construction site health and safety practices.
• Ability to build positive relationships with residents and stakeholders at all levels.

Desirable

• Experience working within social housing, planned maintenance, refurbishment, or energy efficiency programmes.
• Knowledge of retrofit or decarbonisation projects.
• Experience supporting community engagement or social value initiatives.

What's on Offer

• Competitive salary with car allowance.
• Enhanced pension contributions.
• Healthcare cash plan.
• Enhanced maternity benefits.
• Employee Assistance Programme.
• Ongoing training and continuous professional development opportunities.
• Excellent career progression within a growing organisation.

Our client is an equal opportunities employer and welcomes applications from all suitably qualified candidates, regardless of age, disability, gender, race, religion or belief, sexual orientation, marital status, or any other protected characteristic.