Resident Liaison Officer
Contract: 12 months
Location: Warwick, UK (on-site)
Role type: Full time
Company's overview:
EQUANS is a global leader in energy services, with nearly 100,000 employees in over 50 countries and an annual turnover of over 17 billion euros. In the UK & Ireland, EQUANS provides FM, regeneration, technical, and energy services, specialising in smart buildings, green mobility, district energy, as well as renewables. EQUANS' 13,500 UK & Ireland employees support the transition to net zero and digital and industrial transformations. EQUANS is a Bouygues group company.
Job Summary
We are looking for an experienced Resident Liaison Officer / Customer Liaison professional who can act as the key point of contact between residents, site teams, and clients during live projects. To deliver exemplary customer care and communication throughout the delivery of a project. To assist in the smooth running of contracts by delivering a consistent service across the region. To understand, implement and adhere to the company H&S policies.
What You'll Do
Act as the main point of contact for residents, delivering clear and timely communication in line with the Resident Engagement Strategy.
Carry out all pre-entry induction visits and maintain regular resident contact throughout the programme of works.
Keep residents fully informed, resolve issues promptly, and escalate concerns to the Site Manager where required.
Identify and report safeguarding concerns in line with agreed procedures.
Manage customer queries and complaints professionally, ensuring accurate recording, follow-up, and resolution.
Capture customer satisfaction through mandatory feedback calls and maintain relevant trackers and records.
Work collaboratively with clients, site teams, and stakeholders to maintain positive working relationships.
Attend site, project, and team meetings as required.
Support community engagement, social value initiatives, and provide resident handover packs where applicable.
Ensure compliance with health & safety, lone working policies, company procedures, and mandatory training requirements.
Take responsibility for personal and public safety and support the development of new team members.
About You
Excellent interpersonal and communication skills, with the ability to effectively communicate with a wide range of stakeholders, internally and externally.
Proficient IT skills along with a good working knowledge of Microsoft Office (Word, Excel, Outlook & Teams/SharePoint).
Good administration skills with the ability to coordinate numerous tasks during the working day.
Competent, clear and concise writer
Strong presentation skills
Ability to work on own initiative
Knowledge of decarbonisation retrofit works and the associated requirements/processes
Hold a full clean driving license with the ability to travel to various locations in the region (you will get reimbursed for the travel)
Previous liaison officer experience
What happens next?
Your application and CV will be carefully reviewed by the recruitment team managing this position. If your experience matches the role requirements, we will contact you within 48 hours to discuss the opportunity and outline the next steps.
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy