Resident Liaison Officer (RLO) / Customer Liaison Officer (CLO) – Retrofit & Decarbonisation

Location: Ashford

Salary: Competitive Benefits

Contract: 18–24 Month Fixed-Term Contract (with the opportunity to become permanent)

Are you an experienced Resident Liaison Officer or Customer Liaison Officer with a passion for delivering excellent customer service?

We’re working with a leading contractor delivering large-scale retrofit and decarbonisation programmes across the social housing sector. Due to continued growth, they’re looking to appoint an RLO/CLO to act as the key point of contact between residents, site teams and the client, ensuring projects are delivered with minimal disruption and an exceptional customer experience.

This is an excellent opportunity to join a growing business at the forefront of sustainable housing improvements, with genuine opportunities for long-term career progression.

The Role

As the Resident Liaison Officer, you’ll play a vital role in ensuring residents are informed, supported and engaged throughout the delivery of retrofit works.

Working closely with Site Managers, Project Managers and Housing Association partners, you’ll build positive relationships with residents, proactively manage expectations and resolve any issues that arise during the programme.

Key responsibilities include:

• Acting as the main point of contact for residents throughout the lifecycle of retrofit and decarbonisation projects.

• Communicating project timelines, upcoming works and any changes to programme.

• Carrying out resident consultations, property visits and pre-start meetings.

• Supporting vulnerable residents by identifying additional needs and ensuring appropriate measures are in place.

• Managing resident enquiries, concerns and complaints, ensuring they are resolved professionally and promptly.

• Coordinating access appointments with residents and site teams.

• Working closely with Site Managers and subcontractors to minimise disruption and maintain high levels of customer satisfaction.

• Maintaining accurate records of resident communications, access arrangements and customer feedback.

• Supporting Housing Association clients by providing regular updates on resident engagement and project progress.

• Assisting with customer satisfaction surveys and driving continuous service improvements.

About You

We’re keen to speak with candidates who have:

• Previous experience as a Resident Liaison Officer, Customer Liaison Officer or Tenant Liaison Officer within social housing, planned maintenance, refurbishment or retrofit.

• Excellent communication and interpersonal skills with the ability to build trust and rapport with residents.

• Experience working in occupied properties and managing customer expectations during construction works.

• A calm, empathetic and solutions-focused approach when dealing with sensitive situations.

• Strong organisational skills and the ability to manage multiple priorities.

• Experience maintaining accurate records and producing reports.

• Good IT skills, including Microsoft Office.

• Full UK Driving Licence.

What’s on Offer

• Competitive salary and benefits package.

• Opportunity to work on meaningful retrofit and decarbonisation projects that improve residents’ homes.

• Supportive and collaborative working environment.

• Long-term pipeline of work with the opportunity to secure a permanent role.

• Ongoing training and opportunities for career progression.

If you’re passionate about delivering exceptional customer service and enjoy making a positive difference to local communities, we’d love to hear from you.

Apply today or get in touch for a confidential discussion.