Resident Liaison Officer
Location: Sunderland (site-based with travel)
Contract: Temp-to-Perm
Hours: Monday-Friday 8:00am-4:30pm
Salary: 30,000- 32,000
Start: ASAP (subject to notice)
The Role
We're recruiting an experienced Resident Liaison Officer to support a retrofit programme across Sunderland. This is a temp-to-perm opportunity, offering long-term prospects for the right person.
You’ll be the key point of contact for residents throughout the works – keeping customers informed, coordinating access, resolving concerns, and ensuring the programme is delivered smoothly with a strong customer-first approach.
This position involves travel between sites, so you must have a full UK driving licence.
Key Responsibilities
* Lead resident and community engagement activities and build strong local relationships
* Proactively communicate upcoming works, timescales and expectations (letters, calls, face‑to‑face visits)
* Act as the main point of contact for resident queries, concerns and feedback
* Coordinate access arrangements and appointments to support delivery teams
* Resolve access/resident‑related issues quickly, escalating where appropriate
* Maintain accurate records of communications, access agreements, actions and outcomes
Essential Requirements
* Experience in a resident‑facing/face‑to‑face customer service role
* Able to handle sensitive situations with empathy, professionalism and resilience
* Strong communication and negotiation skills
* Good IT skills (Microsoft Office)
* Full UK driving licence
Desirable Experience
* Previous experience as a Resident/Tenant/Customer Liaison Officer
* Experience within social housing and/or planned works/retrofit programmes
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