Resident Liaison Officer in Norwich

About the Role

We are looking for a friendly, compassionate, and highly organised Resident Liaison Officer to support residents throughout the process of moving back into their homes following refurbishment works. As the key point of contact, you will play an important role in ensuring residents feel informed, supported, and valued at every stage of their journey. You'll help manage communications, resolve concerns, coordinate with project teams, and deliver an exceptional customer experience.

Key Responsibilities

• Act as the main point of contact for residents before, during, and after their return to their property.
• Build positive relationships and provide a consistently high standard of customer service.
• Respond promptly and professionally to resident enquiries, concerns, and complaints.
• Provide clear information regarding refurbishment works, timelines, schedules, and property handovers.
• Produce monthly resident newsletters and updates.
• Maintain accurate records of all resident communications and actions taken.
• Prepare reports and provide regular updates to management and project teams.
• Liaise with contractors, project managers, removal companies, and other stakeholders to ensure resident issues are resolved efficiently.
• Support residents and those requiring additional assistance during the moving-back process.
• Help ensure a smooth and positive experience for all residents throughout the project.

Skills & Experience

Essential

• Previous experience in a customer service, resident liaison, community engagement, housing, or new build environment.
• Excellent communication and interpersonal skills.
• Strong empathy and the ability to build trust and rapport with a diverse range of people.
• Highly organised with strong administration and record-keeping skills.
• Experience producing reports and maintaining accurate documentation.
• Proactive problem-solving skills with the ability to manage issues through to resolution.
• Competent in Microsoft Office applications, including Word, Excel, and Outlook.
• Ability to work independently and effectively manage a varied workload.

Desirable

• Experience working within construction, refurbishment, property management, housing associations, or new development projects.
• Knowledge of resident engagement practices and customer service within the construction sector.

Personal Qualities

• Friendly, approachable, and professional.
• Patient and understanding when dealing with sensitive situations.
• Empathetic and customer-focused.
• Highly organised with strong attention to detail.
• Resilient and able to remain calm under pressure.
• A confident communicator who enjoys helping people and making a difference.
• Committed to delivering an outstanding resident experience.

Benefits

• Competitive salary.
• Supportive and friendly team environment.
• Ongoing temporary contract with the potential to become permanent for the right candidate.
• This role would suit someone from a housing, customer service, new homes, property management, or community engagement background who enjoys working closely with people and delivering excellent service.