Resident Liaison Co-ordinator

Resident Liaison Co-ordinator
Department: Property & Assets – Resident & Building Safety
Reporting to: Building Safety Manager
Salary: c.£31,500 plus £5,800 car allowance
Location: Homeworking with travel to sites as required
Contract: Permanent, full time
We’re looking for a Resident Liaison Co-ordinator to join our Resident & Building Safety team and play a vital role in ensuring residents feel informed, supported and safe while building safety and investment works are delivered in their homes.
This is a customer-focused role, ideal for someone who thrives on building relationships, solving problems and making a real difference to customer experience.
The Role
As Resident Liaison Co-ordinator, you will be the bridge between residents, contractors and internal teams, ensuring works are delivered smoothly with minimal disruption and maximum transparency. You’ll make sure residents understand what’s happening, feel listened to, and are supported throughout the entire customer journey, from planning through to completion.
You’ll also play a key role in driving continuous improvement, using resident feedback and data to shape better ways of working and enhance satisfaction across the service.
What You'll Be Doing
Resident Engagement & Communication
* Act as a key point of contact for residents during building safety and investment works.
* Deliver clear, timely and accessible communication through letters, meetings and resident events.
* Ensure residents understand the impact, benefits and timelines of works in their homes.
* Arrange temporary replacement services or utilities and other mitigations where required.
Contractor & Stakeholder Liaison
* Work closely with contractors’ customer care teams to ensure service delivery meets Anchor’s values and standards.
* Monitor contractor performance in relation to customer care and satisfaction.
* Collaborate with Location Managers and Property & Assets colleagues to support effective engagement at programme and project level.
Service Quality & Continuous Improvement
* Identify trends and patterns in resident feedback and satisfaction.
* Work with colleagues and contractors to implement service improvements.
* Support the collection, collation and interpretation of customer satisfaction data to embed learning and drive continuous improvement.
Complaint Handling & Issue Resolution
* Ensure resident concerns and complaints are thoroughly investigated and responded to with empathy and professionalism.
* Act swiftly to resolve issues and maintain high levels of customer satisfaction.
Site Presence & Assurance
* Undertake work-in-progress and post-completion resident visits to assure quality and customer experience.
* Support site meetings and maintain auditable records of resident engagement activity.
What You’ll Bring
Skills & Knowledge
* Strong understanding of customer service delivery in a property or operational environment.
* Excellent organisational skills, with the ability to manage competing priorities across multiple locations.
* Confident problem-solver with a calm, pragmatic approach.
* Strong IT skills, including Microsoft Word, Excel and PowerPoint.
* Understanding of (or willingness to learn) the Building Safety Act and relevant legislation.
Experience
* Experience in a front-line, customer-facing role.
* Experience presenting or communicating with groups of customers, colleagues or contractors.
* Proven ability to manage multiple customer demands while maintaining high service standards.
Qualifications
* GCSE Maths and English (or equivalent).
* Customer Services NVQ Level 4 or above (or equivalent) – desirable