Equans is recruiting for a Resident Liaison Officer (RLO) to join our team in Norwich, supporting the delivery of refurbishment and retrofit works on social housing schemes across the region. If youre passionate about delivering excellent customer service, have experience in a tenant- or resident-facing role, and want to make a real difference in peoples livesthis could be the perfect opportunity for you.
As an RLO, youll be the key point of contact for residents living in properties undergoing improvement works. Youll ensure they feel informed, respected and supported before, during and after the programme, helping to maintain high levels of customer satisfaction and smooth delivery on site.
What will you deliver?
1. Act as the first point of contact for residents affected by planned works on site
2. Deliver clear, timely communications before, during, and after works
3. Liaise with internal teams, contractors and external stakeholders to ensure access, scheduling and programme information is shared appropriately
4. Coordinate resident engagement activities including letters, packs, satisfaction surveys and feedback follow-ups
5. Log, monitor and resolve resident concerns, queries and complaints
6. Maintain records of visits, contact, access issues and resolutions
7. Work closely with site management to minimise disruption to residents and resolve issues promptly
8. Identify and support vulnerable residents, ensuring safeguarding measures are followed
9. Contribute to the positive image of Equans on site and in the wider community
Who are you?
10. Experience in a Resident Liaison Officer, Housing Officer, Customer Service or Community Engagement roleideally within construction, refurbishment, or housing environments
11. Excellent communication and interpersonal skills
12. Confident in resolving sensitive issues calmly and professionally
13. Organised and proactive, with strong attention to detail
14. Comfortable working independently and managing your own workload
15. Full UK driving licence preferred
What can we offer you?
16. 25 days annual leave (+ public holidays)
17. Life cover equivalent to 2x annual salary
18. Employee discount shopping schemes on major brands and retailers
19. Gym membership discounts
20. Cycle to work scheme and holiday purchase options
21. Two corporate social responsibility days per year
22. A wide range of training and professional development opportunities
23. A friendly, supportive work culture where youre encouraged to grow
At Equans, we believe in creating inclusive environments that reflect the communities we serve. We welcome applicants from all backgrounds and are committed to supporting your professional development and wellbeing.