Sureserve
Resident Liaison Officer
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About Sureserve Energy Services UK
At Sureserve Energy Services UK, excellence is not just an expectation; it's our standard. We are at the forefront of providing stellar asset and energy services across the UK. Our mission is simple yet powerful: to elevate the quality of life in the communities we serve by innovating and improving the spaces where people reside, work, and gather.
About the Role
We are looking for a proactive and customer-focused Resident Liaison Officer (RLO) to act as the bridge between our operational teams, clients, and residents throughout the delivery of retrofit and energy efficiency projects. You'll be responsible for building trust, coordinating appointments, resolving issues, and ensuring projects progress smoothly while maintaining a positive experience for residents at every stage.
What You'll Be Doing
- Acting as the primary point of contact between residents and service delivery teams, ensuring clear, accurate, and effective communication throughout projects.
- Building positive relationships with residents and fostering trust between the business, clients, and local communities.
- Explaining project processes, planned works, retrofit measures, and the benefits these improvements will provide.
- Working closely with Project Managers, Contract Managers, Contract Delivery Managers, planners, subcontractors, clients, and office teams to support successful project delivery.
- Coordinating and scheduling appointments for surveys, installations, and other project milestones, keeping all parties informed of progress.
- Managing resident enquiries, complaints, and concerns professionally and empathetically, escalating where appropriate, and ensuring issues are followed through to resolution.
- Supporting customer satisfaction monitoring activities and contributing positively to performance outcomes.
- Maintaining accurate and up-to-date records of resident interactions, appointments, services requested, and project outcomes.
- Providing resident feedback and insights to management to help drive continuous service improvement.
- Ensuring compliance with company policies, procedures, and service standards.
- Collaborating with planning and operational teams to maximize workforce productivity and minimize cancelled or missed appointments.
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Essential Skills & Experience
- Strong administration, organization, and attention to detail.
- Excellent verbal and written communication skills.
- Customer-focused with strong problem-solving abilities.
- Able to work independently, use initiative, and manage competing priorities.
- Resilient and professional in a fast-paced environment.
- Confident using IT systems and Microsoft Office.
- Calm and effective when handling challenging situations.
- Approachable, professional, and skilled at building relationships with stakeholders.
- Flexible approach to working hours when required.
- Full UK driving licence and willingness to travel.
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Desirable
- Previous experience working on government-funded or grant-funded schemes.
- Experience working with housing associations, local authorities, or social housing providers.
- Knowledge of retrofit and energy efficiency measures, including insulation, ventilation, solar PV, heating systems, and wider home energy improvements.
- Understanding of safeguarding and supporting vulnerable residents.
What We Offer
- £30,000 to £35,000 + Company van and fuel card (business use)
- 29 days annual leave (includes statutory bank holidays and Christmas/New Year closure)
- Employer-contributed pension scheme
- Enhanced Maternity/Paternity leave, Flexible Benefits (Bike to Work, Health Shield care plan), and Employee Assistance Program.
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