Re you passionate about supporting people and improving customer experiences? We’re looking for a Customer Liaison Officer to be the key link between project teams and residents, ensuring a smooth, positive experience for the community.
About the Role
As a Customer Liaison Officer, you’ll be the first point of contact for residents while improvement works are carried out in their homes. You’ll provide reassurance, information and support throughout the process, helping residents feel confident and comfortable every step of the way.
Key Responsibilities
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Resident Support & Communication – act as the trusted point of contact for residents, providing updates, handling queries and managing concerns.
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Engagement & Education – explain the nature and benefits of works to residents, building trust and understanding.
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Comfort & Reassurance – support residents, especially those who may be vulnerable or anxious about the process.
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Collaboration – work closely with site and office teams to resolve issues quickly and ensure smooth project delivery.
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Reporting – maintain accurate records of interactions, feedback and customer satisfaction to drive continuous improvement.
What We’re Looking For
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Experience: Previous customer-facing experience (housing, community engagement or related sectors ideal). Skilled in managing concerns and complaints.
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Skills: Excellent communication, empathetic, approachable and solutions-focused. Strong organisational skills with attention to detail.
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Technical: Confident using Microsoft Office. Experience with CRM systems would be an advantage.
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Education: GCSEs (or equivalent) required; additional qualifications in customer service are a plus.
What’s on Offer
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Competitive salary starting from £26,000 (DOE)
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Company vehicle provided
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Training and professional development opportunities
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Supportive team environment
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The chance to make a genuine difference to people’s lives
Working Hours & Conditions
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Monday to Friday, primarily site-based across Cumbria and Northumberland
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Occasional flexibility required for resident meetings outside standard hours
If you’re motivated by helping people, enjoy working with communities and want to join a values-driven team, we’d love to hear from you