We’re building thriving communities as one of the UK’s largest housing groups and a leading developer of affordable housing.
We believe everyone is entitled to a good home they can afford, in a place they are proud to live. More than 100,000 people live in our homes.
If you want to experience work that’s truly rewarding, join us. Because when we achieve together, customers and communities thrive.
Work for Orbit. Believe in people.
The role
This role is to act as the primary point of contact between the organization and its customers during property improvement projects, maintenance works, and other service delivery activities.
The Project Liaison Officer will be deployed into various project teams and will embed themselves inside the project with a purpose of supporting and representing the Customer. The Project Liaison Officer ensures that customer voices are heard, concerns are addressed promptly, and communication is clear and proactive throughout the lifecycle of works.
The role is pivotal in building trust, improving customer satisfaction, and supporting the organization’s commitment to quality and continuous improvement
This role is part of Property where you'll help us to lead the way investing and maintaining 46,000 homes.
What you'll achieve
Design and implement communication plans for all projects, ensuring customers and relevant internal colleagues are informed about works, schedules, and any changes. Provide updates and be available for questions and concerns
Develop strategies for customer engagement, including offering choices where appropriate and ensuring feedback mechanisms are in place
Ensure that customer engagement strategies are in place for all projects or programmes that require them
Lead on undertaking analysis of Programmes and Projects to continuously improve with a focus of putting the customer at the heart of the works
Manage and oversee and decanting or temporary rehousing of customers ensuring appropriate and timely communication between Orbits internal Decant team and the Contractor
Liaise with the internal colleagues impacted or involved with planned works where access has become a concern on a project to ensure that the customer is receiving the right support
Communicate any concerns or relevant information raised by the internal colleagues impacted or involved with the project to the Contractor to ensure their plans reflect the needs of the customers
Build strong relationships with customers, contractors, and internal teamsWhat you'll bring
Essential skills
Excellent communication and interpersonal skills
Able to communicate clearly and empathetically with residents, contractors, and stakeholders
Experience working with contractors and other third parties such as local authorities and support services
Skilled at resolving complaints and mediating disputes effectively
Capable of managing multiple projects and meeting deadlines
Experience in customer service or liaison roles, ideally within property, housing, or construction sectors
Understanding of housing legislation, tenancy agreements, and compliance requirements (including health & safety and safeguarding)Desirable skills
Previous experience in a housing, social care, or community support role.
Understanding of housing association or property management sectors
Project management experience
Ability to use CRM and workflow systemsWhy Orbit?
Choosing us means being rewarded in every sense.
Here’s what you can expect to enjoy with us.
A rewarding experience that works for you
We strive to create an inclusive experience with benefits and wellbeing programmes designed to help you, and your loved ones, to thrive. For a better work life balance, we offer flexible working opportunities for many roles.
A place to progress
From training programmes to professional qualifications, we provide opportunities to learn and develop at every stage of your career. Whether you’re a student, graduate or experienced professional we’ll support you to grow.
For leaders, our tailored development journeys are designed to stretch and strengthen your leadership skills. As well as practical training, we give you access to renowned business schools and experiential programmes for greater breadth and depth of learning.
A purpose to feel proud of
We’re proud to make a difference to people together. We’re values-driven with a commercial focus on performance - because the more profit we make, the more we can achieve for people.
What brings us together is a passionate belief in progress and people.
Read more about the values and purpose that drive us on our careers website.
How we hire
We aim to make our hiring process simple and fair:
Online application
Interview(s)
Decision and offerWe put the safeguarding of our customers, colleagues and contractors at the heart of everything we do and as such, certain roles will be subject to a DBS check