Our client delivers a comprehensive range solutions tailored to meet the diverse needs of their customers.
Whether supporting homeowners, commercial businesses, or heritage properties, they provide expert services with precision, quality, and attention to detail.
Their specialisms include:
- Domestic roofing
- Commercial roofing
- Roofing surveys
- Repairs & maintenance
- Heritage projects
Due to continued growth and new project wins they are looking for a Customer Liaison Officer to join their team on a permanent basis.
Overview of the Role
As a Customer 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.
Customer Liaison in England employer: Construction Resources Limited.
Construction Resources Limited is an exceptional employer, offering a dynamic work environment where professionals can thrive in their careers. With a strong focus on employee development and safety, the company fosters a collaborative culture that values innovation and teamwork, making it an ideal place for those looking to make a meaningful impact in the construction industry. Located in Stoke-on-Trent, employees benefit from engaging in significant residential projects that contribute to the community's growth and development.
Contact Details:
Construction Resources Limited. Recruitment Team
