Resident Liaison Officer

The Resident Liaison Officer will work closely with project delivery teams, contractors, Housing Associations (HAs), and site managers, acting as the key point of contact for residents throughout the lifecycle of energy efficiency installations. The role involves a mix of customer service, site coordination, stakeholder engagement, and reporting.

Key Challenges:

Ensuring consistent, clear communication with residents, many of whom may be vulnerable or require accessibility support
Managing multiple stakeholders across complex projects
Addressing complaints or technical queries promptly and sensitively
Maintaining strong relationships with contractors, HAs, and internal departmentsBalancing operational delivery with a high-quality customer journey, contributing positively to Net Promoter Scores (NPS)

Essential:

Proven experience in resident liaison, customer service, or community engagement, ideally within construction or green energy environments
Strong organisational and time management skills to coordinate multiple site visits and stakeholder communications
Full UK driving licence
CSCS card (Construction Skills Certification Scheme)
Excellent communication skills - both written and verbal
Confident in discussing technical matters with residents and translating complex concepts into simple explanations
Experience working with vulnerable residents or those requiring accessible communication
Understanding of site-based operations and construction processes
Comfortable escalating operational issues and reporting to senior stakeholdersDesirable:

Previous experience working with Housing Associations, local authorities, or Advice Centres
Familiarity with BEIS compliance and Local Authority scheme requirements
Experience dealing with delegated authority structures or accessibility-focused service delivery
Background in project coordination or support within the retrofit, energy, or healthcare sectorKnowledge of reporting tools and customer data input systems (e.g., MSD)

Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants