Residential Liaison Officer

Overview

Support residents in whole house retrofit programmes, ensuring engagement and satisfaction.

Key Responsibilities

• contact protocols
• system implementation
• customer visits
• safeguarding
• complaint resolution
• service delivery

Tasks

-Maintain positive customer engagement by assessing, improving, and implementing contact protocols and profiling processes. -Revise and implement systems and procedures to enhance engagement and customer experience in collaboration with management teams -Visit customers in their homes to reassure and provide ongoing support. -Lead on CSR activities and social value programmes. -Help build a customer-centric focus across CCS. -Collaborate with client RLOs and housing teams to manage safeguarding, tailored interventions, and non-access issues -Provide educational opportunities and experiential growth for administrative and trade staff, focusing on a customer-centric approach. Resolve customer objections, complaints, and site-based queries, managing resident perceptions and encouraging buy-in. -Maintain professional and technical knowledge through workshops, publications, and networks. -Deliver a high-quality service to both the client and customers, ensuring respect for all individuals and meeting challenges.

Requirements

• social housing
• vulnerable customers
• capital investment
• travel
• southwest uk
• overnight stays

What You Bring

-Experience in a social housing environment, managing vulnerable customers and working on social housing planned/capital investment programmes. -Travel required across the South/Southwest of the UK, with overnight stays as necessary

People Also Searched For

Benefits

-Professional Development: Access to in-house and external training. -Pension Scheme: Auto-enrolment after probation. -Flexible Annual Leave: Option to buy or sell leave after probation. -Parking: Available at office locations. -Employee Assistance Programme: 24/7 support. -Refer a Friend Bonus: Reward scheme for successful referrals.

About Correct Contract Services (Ccs)

-Founded by former gas engineers in north Hampshire to deliver affordable boiler installations and heating servicing. -Grew from a local service provider to a nationwide contractor across England, focusing on social housing compliance and retrofit. -Operates three core divisions: Heating service & maintenance, Electrical testing & compliance, Whole-house retrofit improvements. -Delivers projects for local authorities and social housing providers using dedicated contract managers, sector-trained engineers, bespoke software, and 24/7 customer support. -Equipped with state-of-the-art vehicle tracking to deploy the nearest qualified engineer at any time. -Unusual for a retrofit firm, also runs its own customer contact centre to manage appointments, communications, and onsite support.

Sector Specialisms