Job Description
3 Month Contract With A local Authority
Job Purpose
The Resident Liaison Officer will act as the main point of contact for tenants participating in the Warm Homes project, supporting engagement in energy efficiency improvements and initiatives aimed at tackling fuel poverty and improving wellbeing in social housing. The role focuses on building trust with residents, encouraging participation, and ensuring smooth communication between tenants, contractors, and project teams to support successful programme delivery.
Key Responsibilities
* Engage directly with tenants through home visits, phone calls, and digital communication.
* Explain the aims and benefits of the Warm Homes project and encourage tenant sign-up and participation.
* Build and maintain trust with residents, including vulnerable or hard-to-engage individuals.
* Handle enquiries, complaints, and concerns, resolving issues and reducing barriers to property access.
* Plan and manage own appointments and travel across the assigned region.
* Liaise with contractors, retrofit assessors, and internal teams to support coordinated delivery of works.
* Maintain accurate records, case notes, and compliance documentation.
* Attend occasional tenant or community meetings, which may be outside standard working hours (but not unsociable hours).
Requirements
* Strong customer service experience, ideally in a community-facing role.
* Excellent communication and interpersonal skills, with the ability to build rapport and manage challenging conversations.
* Confidence engaging with the public, including vulnerable or resistant individuals.
* Ability to work independently, prioritise workload, and make decisions in the field.
* Good IT skills, including Microsoft 365 and basic digital systems.
* Full UK driving licence, access to own vehicle, and business insurance (mileage reimbursed and car allowance provided).
* Minimum Level 3 qualification or equivalent experience.
* Willingness to undergo an Enhanced DBS check.
Additional Information
* Bi-Weekly Payments
* 37 Hours Per Week
* Hybrid Working
* Location: Lowestoft, East Suffolk