Resident Liaison Officer

About Sureserve

Sureserve Group is a leading provider of compliance, energy, and sustainability services across the UK, employing almost 4,000 colleagues across more than 20 locations nationwide.

Sureserve Compliance Northwest, part of the wider Sureserve Group, is a market-leading specialist in heating and hot water services. With over 40 years of successful service delivery and a growing portfolio of clients, we are committed to providing exceptional customer service while ensuring the highest standards of safety, compliance, and operational excellence.

The Opportunity

We are looking for a proactive and customer-focused Resident Liaison Officer to join our team.

As a key member of the contract delivery team, you will play a vital role in building positive relationships with residents, clients, and colleagues to support the successful delivery of annual gas servicing programs. Your primary objective will be to help ensure maximum access to properties and contribute to achieving full compliance with annual gas safety requirements.

Working across a designated geographical area, you will engage with residents through a range of communication methods, including telephone calls, letters, emails, and home visits, helping to arrange and coordinate appointments at hard-to-access properties.

This role requires excellent communication skills, a solution-focused approach, and a genuine commitment to delivering outstanding customer service.

Due to the nature of the role, some evening or out-of-hours working may be required. A full UK driving license is essential.

Key Responsibilities

• Coordinate annual gas service appointments in line with client-specific procedures and contractual requirements.
• Proactively engage with residents through telephone contact, correspondence, and home visits to minimize no-access referrals and missed appointments.
• Ensure servicing activities are progressed, escalated, and completed in accordance with client and company procedures.
• Contact residents to rearrange appointments where required.
• Produce and maintain accurate reports using contract management systems to monitor servicing performance and compliance.
• Provide timely updates and reports to clients and management teams.
• Manage resident enquiries and complaints in accordance with company procedures, ensuring appropriate investigation and resolution.
• Prepare written reports outlining complaints, incidents, and recommended corrective actions.
• Arrange and attend meetings with residents relating to complaints, service delivery, or outstanding works.
• Liaise with residents regarding remedial or repair work, ensuring issues are resolved promptly and effectively.
• Attend client meetings, resident forums, roadshows, and contract review meetings as required.
• Support the collection, monitoring, and analysis of resident satisfaction data.
• Maintain compliance with all company policies, procedures, and standards.
• Participate in training and development activities to enhance personal effectiveness and support continuous improvement.
• Undertake any other reasonable duties consistent with the level and responsibilities of the role.