Resident Liaison Officer
JOB DETAILS
Location: Havant, Hampshire, PO9 / Mobile
Contract: Permanent, Full-Time
Reports to: Operations Manager
JOB OVERVIEW
Aura Retrofit is one of the leading energy efficiency and retrofit installers in the South of England. We deliver the full range of domestic energy efficiency measures (heat pumps, solar PV, insulation, boilers), with ambitious plans to continue expanding our delivery into more markets.
The Resident Liaison Officer plays a key role in creating a clear, supportive link between Aura Retrofit and residents throughout installation, repair and maintenance works. Acting as a trusted point of contact, you’ll ensure residents are well-informed at every stage of the project, from initial communication through to completion.
You’ll take a proactive approach to addressing questions, resolving concerns, and managing expectations, helping to make the experience as smooth and stress-free as possible. By building strong, positive relationships with residents, you’ll support high levels of customer satisfaction while ensuring our projects are delivered with care, transparency, and respect for every home.
KEY RESPONSIBILITIES
• Act as the main point of contact for residents, delivering clear, timely updates on project scope, timelines, and progress.
• Respond quickly and effectively to resident queries, concerns, or complaints, working to achieve positive outcomes for both residents and Aura Retrofit.
• Carry out pre-start visits and consultations to understand individual needs, preferences, and any potential risks, ensuring this insight is shared with the wider project team.
• Produce and issue resident communications, including letters and newsletters, to keep everyone informed of upcoming works, key milestones, and any expected disruption.
• Provide consistent, practical support throughout the project, including arranging temporary accommodation or additional assistance where required.
• Work closely with delivery teams, contractors, and stakeholders to ensure the resident voice is reflected in planning and on-site delivery.
• Complete post-installation checks to confirm works meet our quality standards, managing any snagging or remedial actions through to resolution.
• Carry out post-project satisfaction surveys and follow-ups, using feedback to drive continuous improvement.
• Maintain accurate records of all resident interactions, ensuring compliance with relevant regulatory and communication requirements.
• Support and attend community meetings or events, helping to keep residents informed and address shared concerns.
• Oversee the delivery of Social Value commitments by contractors, ensuring alignment with contract requirements and Aura Retrofit’s wider objectives, and support progress reporting.
• Demonstrate a strong commitment to safeguarding, promoting the welfare of children, young people, and vulnerable adults at all times.
• Some flexibility in working hours will be required due to the role being 50%/50% between working from our office in Havant and on the road visiting residents and customers. This job description is not intended to be exhaustive. The post holder will be expected to adopt a flexible attitude to duties, which may have to be varied subject to the changing needs of the organisation.
KEY SKILLS AND EXPERIENCE REQUIRED
Essential
• Experience in a customer-facing role, ideally within construction, housing, or a related environment.
• Strong problem-solving skills, with the ability to manage and resolve queries, concerns, or complaints in a calm and professional manner.
• Able to work independently while effectively managing multiple priorities and resident needs at the same time.
• Confident using Microsoft Office, particularly Word and Excel, to manage communications and maintain accurate records.
• Highly organised and detail-focused, ensuring information is recorded clearly and communications remain consistent and professional.
• Proactive and solutions-driven, identifying potential issues early and taking practical steps to resolve them.
• Dependable and professional, building trust with residents and colleagues by consistently delivering on commitments.
• Strong verbal and written communication skills, with the ability to engage clearly and confidently with residents from a wide range of backgrounds.
• Approachable and empathetic, able to build trust quickly and respond to resident needs with understanding and respect.
• Full driving licence
Desirable
• Experience working within social housing, local authority, or a similar environment where resident engagement is central to the role.
• A good understanding of construction or maintenance activities, and how these works can impact residents in their homes.
• Awareness of relevant legal and regulatory requirements relating to resident communication and engagement.
• Experience in organising and facilitating community meetings or events.
BENEFITS
Aura Retrofit is committed to regular training and improvement within our team via our in-house sponsorship program allowing team members to add additional knowledge and to their existing skills. This has included Health and Safety (NEBOSH), Retrofit
Assessors/Co-ordinators and Energy Assessors. Part of our growth plan is reliant on finding people with an ambition to push their existing skills base and drive the business forwards.
We also offer:
• Competitive salary
• 25 days annual leave, plus bank holidays
• ‘Early Finish’ Friday
• Company pension scheme
• A collaborative and dynamic work environment
• Opportunity to work in a business focused on innovation and sustainability
• Long-term career progression within a rapidly growing organisation