Resident Liaison Officer

Overview

Base pay range £35,000 – £37,000. Duration: 12-Month Fixed Term Contract (potential to be extended). Working Hours: Full-Time, Monday to Friday (flexibility to work evenings or weekends as required).

Are you a people person with a talent for problem-solving and a passion for making a real difference? If so, we’d love to hear from you.

About Kensa

The UK’s heating system is outdated, costing both people and the planet too much. At Kensa, we’ve been leading the charge since 1999, manufacturing and installing affordable, green heating solutions with minimal impact on the electricity grid. We’re responsible for over half the ground source heat pumps installed in the UK. Our networked heat pumps are the cheapest, cleanest way to heat and cool millions of homes and businesses, and even entire towns. By 2040, up to 8,000 homes a week could be connecting to these heat networks, eliminating 17Mt of CO2 a year, equivalent to that of over half of all UK flights. In leading the networked heat pump sector, Kensa will expand to install 50,000 heat pumps a year and employ 1,500. It’s time to leave high bills and emissions behind. We’re making heating better – for people, for the planet, and for the future.

Location: Paisley, Renfrewshire, Scotland

Role

Resident Liaison Officer – you’ll be the face of Kensa on a social impact retrofit project delivering cleaner, more efficient heating to hundreds of homes. You’ll support residents through each stage of the project, from external borehole work to installing heat pumps and radiators inside homes. You’ll ensure residents feel heard, informed, and supported throughout the process.

This is a dynamic role that requires calm, flexibility, and the ability to balance multiple stakeholders. You’ll receive training, ongoing support, and the opportunity to shape the role.

Key Responsibilities

• Build trust and strong, positive relationships with residents, acting as a clear, friendly point of contact throughout the project lifecycle.
• Coordinate and attend resident meetings, drop-ins, and consultations to provide advice and ensure an inclusive process.
• Communicate project updates, timelines, and key information using multiple channels to keep residents informed and engaged.
• Advocate for residents’ interests, capturing concerns and resolving or escalating them within the project team.
• Coordinate access arrangements, surveys, and appointments to minimise disruption for residents.
• Support customer satisfaction surveys and engagement activities to continuously improve the resident journey.
• Collaborate with the project management team and champion accessibility and inclusion for all residents, including those requiring additional support.

Skills, Attributes And Experience

• Demonstrable experience in resident liaison, customer service, community engagement, or similar people-focused roles.
• Experience in a social housing environment is desirable.
• Outstanding communication, listening, and empathy skills; ability to build trust with diverse communities.
• Confident handling of sensitive issues, facilitating dialogue, and resolving concerns proactively and respectfully.
• Strong organisational skills; able to plan and deliver on-site meetings and manage multiple priorities.
• Proactive, solutions-focused mindset with focus on excellent resident experiences.
• Comfortable with IT (email, video conferencing, databases) and quick to learn project-specific systems.
• Flexible approach to occasional evening or weekend activities to support resident needs.
• Passion for sustainability and social impact.
• Must hold (or be willing to obtain) a current Disclosure Scotland (DS) check.

How Kensa Supports You

• Career Development: Tailored learning opportunities, training, and support for qualifications.
• Wellbeing Support: 24/7 confidential Employee Assistance Programme for you and your immediate family.
• Generous Holiday Allowance: 25 days plus bank holidays, increasing to 30 days after five years.
• Pension Scheme: Company pension with employer contributions.
• Cycle to Work Scheme: Green travel initiative.
• Collaborative Culture: Purpose-driven team focused on sustainability and impact.
• Innovation & Growth: Opportunities to contribute ideas in a dynamic environment.

If you need this job advert in an alternative format or adjustments during the recruitment process, we’d love to support you. Just let us know.

Ready to Apply?

If you’re excited about shaping the clean energy future and want to play a key role in one of the UK’s most impactful retrofit projects, apply today. Help us deliver a fairer, greener future – home by home.