At a Glance
- Tasks: Support residents during energy efficiency projects, ensuring clear communication and issue resolution.
- Company: Join Rullion, a family-owned recruitment company with a focus on diversity and equal opportunities.
- Benefits: Full-time role with PPE, IT equipment, van, and fuel provided.
- Other info: Dynamic role across multiple sites with strong career growth potential.
- Why this job: Make a real difference by supporting vulnerable residents through important energy efficiency works.
- Qualifications: Experience in customer service or community engagement, especially with vulnerable individuals.
The predicted salary is between 31500 - 38500 £ per year.
Duration
6 month contract, with possibility for extension
Working Pattern
Full Time - 37 hour per week
Start Date
ASAP
About the Role
We are recruiting for an experienced
Resident Liaison Officer (RLO) to support the delivery of energy efficiency and retrofit works across Cambridge and the surrounding areas.
Working closely with project delivery teams, contractors, Housing Associations and site managers, you will act as the key point of contact for residents throughout the lifecycle of the works.
This is a full RLO position, covering resident engagement, customer service, site coordination, stakeholder management, issue resolution and reporting .
You will play a key role in ensuring residents are kept informed, supported and comfortable throughout what can often be disruptive works.
A particular focus of the role will be supporting vulnerable residents and customers with disabilities, accessibility requirements or additional support needs .
You will need to be confident adapting your communication style, understanding individual circumstances and handling sensitive situations professionally.
Key Responsibilities
- Act as the main point of contact for residents throughout the project lifecycle.
- Build positive and professional relationships with residents, contractors, Housing Associations and internal stakeholders.
- Communicate planned works, access requirements, timescales and any changes clearly to residents.
- Identify and support vulnerable residents, including those with disabilities, accessibility requirements or additional support needs.
- Adapt communication and engagement approaches to meet individual resident needs and ensure information is accessible and understood.
- Carry out resident visits and engagement activities across Cambridge and surrounding areas.
- Manage resident concerns, complaints and technical queries promptly and sensitively.
- Work closely with site teams and contractors to resolve issues and minimise disruption to residents.
- Escalate operational, safeguarding, accessibility or customer concerns where appropriate.
- Use sound judgement when dealing with resident issues, working within delegated authority and escalating matters outside agreed authority levels.
- Maintain accurate records of resident interactions, issues, actions and outcomes.
- Coordinate multiple stakeholders and activities across different sites.
- Contribute to delivering a positive customer journey and strong NPS performance.
- Provide regular updates and reporting to project and senior stakeholders.
Experience & Qualifications
- Proven experience in resident liaison, customer service or community engagement, ideally within construction, retrofit, housing or green energy.
- Demonstrable experience working with vulnerable customers, residents or individuals requiring additional support.
- Experience supporting people with disabilities or accessibility requirements and adapting communication accordingly.
- Strong organisational and time management skills, with the ability to coordinate multiple site visits and stakeholder communications.
- Full UK driving licence.
- CSCS card.
- Excellent written and verbal communication skills.
- Confident discussing technical matters with residents and explaining complex information in simple terms.
- Understanding of site-based operations and construction processes.
- Comfortable dealing with sensitive or challenging conversations.
- Experience escalating operational, customer or accessibility-related issues to senior stakeholders.
- Ability to work within agreed delegated authority and demonstrate good judgement when resolving resident issues.
- Strong attention to detail and the ability to maintain accurate customer and project records.
- Previous experience working with Housing Associations, Local Authorities or Advice Centres.
- Previous experience working directly with vulnerable residents or communities.
- Experience supporting residents with disabilities, accessibility needs or other additional requirements.
- Familiarity with BEIS compliance and Local Authority scheme requirements.
- Experience working within delegated authority structures or accessibility-focused service delivery.
- Background in project coordination or support within the retrofit, energy or healthcare sector.
- Knowledge of reporting tools and customer data input systems, such as MSD.
- Experience working on energy efficiency, retrofit, insulation, heating or renewable energy projects.
What We're Looking For
We are looking for a confident, approachable and empathetic Resident Liaison Officer who can build trust quickly and communicate effectively with a wide range of residents.
You will need to be organised, resilient and comfortable working across multiple sites and with different stakeholders.
Most importantly, you will have a genuine customer-focused approach and the ability to support residents sensitively throughout the delivery of energy efficiency works.
PPE, IT equipment, van and fuel provided.
Company information
This contract vacancy is being advertised by Rullion Ltd
Since 1978, Rullion has been securing exceptional candidates for a range of clients; from large well-known brands to SMEs and start-ups.
As a family-owned business, Rullion's approach is credible and honest, focused on building long-lasting relationships with both clients and candidates.
Rullion is a forward-thinking recruitment company that specialises in providing a wide range of talent consultancy services to a diverse client base; from small start-ups to large household names.
We celebrate and support diversity and are committed to ensuring equal opportunities for both employees and applicants.
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Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.
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Resident Liaison Officer in Cambridge employer: Allscreens Nationwide Ltd
Allscreens Nationwide is an exceptional employer, offering a supportive team culture where employees are valued and encouraged to thrive. With access to state-of-the-art training facilities and opportunities for career progression, our Automotive Glazing Technicians in Birmingham can expect not only competitive bonuses but also the chance to work with the latest technology in the industry. Join us and be part of a company that prioritises both employee well-being and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Resident Liaison Officer in Cambridge
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Allscreens Nationwide Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Allscreens Nationwide Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Resident Liaison Officer in Cambridge
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Allscreens Nationwide Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Allscreens Nationwide Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Allscreens Nationwide Ltd!
How to prepare for a job interview at Allscreens Nationwide Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
