Resident Liaison Officer (Customer Service) in Norwich

Resident Liaison Officer – Major Works (Social Housing)

Maximise your chances of a successful application to this job by ensuring your CV and skills are a good match.
Programme: Norwich City Council – 10 Year Major Works Partnership
Mulalley is delivering a 10-year Major Works Programme for Norwich City Council, encompassing both internal and external refurbishment works across the Council’s social housing stock. This is a long-term, resident-facing programme, ideal for those committed to delivering excellent customer service, building trusted resident relationships, and supporting successful project delivery.
We are now recruiting Resident Liaison Officers to be an essential part of our team in Norwich.
The role
You will be responsible and required to:
* Act as the first point of contact for residents, providing clear, timely information and support
* Issue resident notification letters and reports containing relevant project information
* Develop and maintain effective working relationships with residents, contractors, clients, and site staff
* Ensure residents’ homes are treated with respect at all times
* Immediately inform management of any Health and Safety issues
* Investigate, record, and resolve resident complaints in accordance with company procedures
This is a delivery-critical role, requiring a proactive, hands-on approach.
What we’re looking for
* Proven experience of customer service
* Organised, able to prioritise and decisive under pressure
* Excellent written and verbal communication
* Ability to effectively liaise with residents by letter, telephone, email, text, whatsapp and xiskglj face to face in their homes
Essential requirements
* Customer Service or Care Sector
* Full Driving License and use of vehicle
Desirable requirements
* Proven previous experience in a Resident Liaison Officer (RLO) role
* Based locally in or around Norwich
Why Mulalley
* Long-term, secure programme with a local authority client
* Continuous training and development
* A business that values capability, accountability, and delivery
Closing date for applications: Friday 20 February