Resident Liaison Officer – Manchester
We are recruiting a Resident Liaison Officer to be based in Manchester. This is a fixed term (3 years) full‑time contract working 39 hours per week. On offer is a competitive salary and benefits package.
General Overview
Deliver exemplary customer care and communication throughout the delivery of a project. Act as the main point of contact between the resident, site team and relevant client stakeholders. Assist in the smooth running of contracts by delivering a consistent service across the region. Understand, implement and adhere to the company H&S policies.
Key Accountabilities
* Effectively communicate with residents in line with the Resident Engagement Strategy.
* Complete all Pre‑Entry induction visits for the properties listed within the programme.
* Be aware of the Lone Worker policy and the associated Risk Register for each project.
* Identify any potential Safeguarding concerns and raise via the appropriate reporting lines.
* Prepare and maintain each week a monitor tracker for the project.
* Keep all residents fully informed regarding the programme of works.
* Regularly visit residents to maintain communication and resolve any issues.
* Immediately inform the Site Manager of any issues.
* Ensure Customer Satisfaction is captured monthly by completing the mandatory 7Day Feedback calls.
* Work closely with the Client and their representatives to maintain good relations and information sharing.
* Responsible for meter readings at contract and decant houses where appropriate.
* Attend site meetings or any meetings relevant to the project.
* Attend RLO team meetings.
* Provide handover packs to residents if applicable.
* Support new team members.
* Respond courteously and promptly to all customer queries and complaints.
* Record and action all complaints in line with customer care process.
* Keep customers informed of actions taken.
* Complete all mandatory training related to the role.
* Keep skills and knowledge up to date with new technologies in the industry.
* Seek out training and development opportunities.
* Ensure implementation of all company policies and procedures.
* Be responsible for your safety and others around you.
Benefits
* Pension Scheme
* 24 days annual leave (+ public holidays)
* Life Cover equivalent to 1.5 times annual salary
* 24/7 Employee Assistance Program and access to mental wellbeing app
* Employee discount shopping schemes on major brands and retailers
* Gym membership discounts
* Cycle to work scheme
* Broad range of learning opportunities, such as professional qualifications and personalised support programmes
Key Skills & Attributes
* Excellent interpersonal and communication skills.
* Proficient IT skills and experience with Microsoft Office, Teams and SharePoint.
* Strong administrative and coordination skills.
* Clear and concise written communication.
* Strong presentation skills.
* Ability to work independently.
* Knowledge of decarbonisation retrofit works.
* Full clean driving licence.
* Previous liaison officer experience.
* Confident communicator across diverse backgrounds.
* Resident‑focused with excellent client understanding.
* Reliable, confident, can‑do attitude.
* Socially and community‑mindful with commercial awareness.
* Adaptability and self‑motivation.
* Organised, methodical and able to meet deadlines.
About EQUANS
EQUANS is a world leader in energy services with nearly 100,000 employees in more than 50 countries. In the UK & Ireland we provide technical, FM, regeneration and energy services focusing on smart buildings, green mobility, district and embedded energy solutions. We are part of the Bouygues group.
How to Apply
If this role is of interest to you, please apply online. A member of our Resourcing Team will review your application and be in For the role you must have evidence of the right to work in the UK.
We are an equal opportunity employer and welcome applications from all backgrounds.
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