Customer Liaison Officer

Step into an exciting opportunity to join a leading housing and property services organisation supporting a major retrofit and decarbonisation programme across Smethwick. This Resident Liaison Officer position offers the chance to play a key role in supporting tenants throughout improvement works, ensuring they are kept informed, supported and confident throughout the process.
You’ll be joining a busy and established team delivering works across social housing properties, working closely with residents, contractors and site teams to ensure works are delivered smoothly while maintaining an excellent customer experience. This is an ideal opportunity for an experienced Resident Liaison Officer or Customer Liaison Officer who is confident working within a housing, construction, repairs or refurbishment environment.
I’d love to hear from anyone with experience as a Resident Liaison Officer, Customer Liaison Officer, Tenant Liaison Officer, Community Liaison Officer or Customer Service Officer who is looking for their next opportunity and can make an immediate impact.

In this position, you will be:
· Acting as the main point of contact for residents throughout retrofit and decarbonisation works
· Keeping tenants informed before, during and after works are carried out
· Arranging appointments and coordinating access to residents’ homes
· Managing resident enquiries, concerns and complaints effectively
· Supporting vulnerable residents and adapting communication to individual needs
· Working closely with contractors, site teams and project managers to resolve issues quickly
· Carrying out regular resident contact and maintaining strong customer relationships
· Providing updates on programmes, timescales and any changes to planned works
· Identifying potential issues early and escalating where appropriate
· Maintaining accurate records of resident contact, appointments and actions
· Supporting a positive resident experience throughout the programme

I’d love to speak to anyone who has:
· Previous experience as a Resident Liaison Officer, Customer Liaison Officer or similar customer-facing role
· Experience working within social housing, repairs, refurbishment, construction or property services
· Strong communication and interpersonal skills, with the confidence to deal with residents face-to-face and over the telephone
· Experience dealing with vulnerable residents and sensitive customer situations
· The ability to manage competing priorities and maintain accurate records
· Experience liaising with contractors, site teams and other stakeholders
· A proactive approach to resolving customer issues and maintaining strong relationships
· Confidence working independently while also being part of a wider project team
· A full UK driving licence and access to a vehicle would be desirable due to the nature of the role

This role is offering the following benefits:

· Initial temporary contract
· Immediate start available
· £23.50 per hour
· Full-time working hours
· Opportunity to work on a major retrofit and decarbonisation programme
· Potential for the role to develop depending on project requirements

Travel & location
This role is based in Smethwick, supporting a programme of social housing retrofit and decarbonisation works across the local area. The role will involve regular travel between properties and project locations, with a strong focus on resident engagement and maintaining excellent communication throughout the works.

If this Resident Liaison Officer role sounds like your next step, apply now or contact Ryan Stewart at Niyaa People on (phone number removed) or email (url removed)

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