Rullion
Resident Liaison Officer
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Resident Liaison Officer
Contract Type: Contract
Location: Cambridge & surrounding areas
Duration: 6 month contract, with possibility for extension
Pay Rate: £16.63 - £18.71 per hour Inside IR35
Working Pattern: Full Time - 37 hours per week
Start Date: ASAP
About the Role
We are recruiting for an experienced Resident Liaison Officer (RLO) to support the delivery of energy efficiency and retrofit works across Cambridge and the surrounding areas.
Working closely with project delivery teams, contractors, Housing Associations, and site managers, you will act as the key point of contact for residents throughout the lifecycle of the works.
This is a full RLO position, covering resident engagement, customer service, site coordination, stakeholder management, issue resolution, and reporting. You will play a key role in ensuring residents are kept informed, supported, and comfortable throughout what can often be disruptive works.
A particular focus of the role will be supporting vulnerable residents and customers with disabilities, accessibility requirements, or additional support needs. You will need to be confident adapting your communication style, understanding individual circumstances, and handling sensitive situations professionally.
Key Responsibilities
- Act as the main point of contact for residents throughout the project lifecycle.
- Build positive and professional relationships with residents, contractors, Housing Associations, and internal stakeholders.
- Communicate planned works, access requirements, timescales, and any changes clearly to residents.
- Identify and support vulnerable residents, including those with disabilities, accessibility requirements, or additional support needs.
- Adapt communication and engagement approaches to meet individual resident needs and ensure information is accessible and understood.
- Carry out resident visits and engagement activities across Cambridge and surrounding areas.
- Manage resident concerns, complaints, and technical queries promptly and sensitively.
- Work closely with site teams and contractors to resolve issues and minimize disruption to residents.
- Escalate operational, safeguarding, accessibility, or customer concerns where appropriate.
- Use sound judgment when dealing with resident issues, working within delegated authority and escalating matters outside agreed authority levels.
- Maintain accurate records of resident interactions, issues, actions, and outcomes.
- Coordinate multiple stakeholders and activities across different sites.
- Contribute to delivering a positive customer journey and strong NPS performance.
- Provide regular updates and reporting to project and senior stakeholders.
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Experience & Qualifications
Essential
- Proven experience in resident liaison, customer service, or community engagement, ideally within construction, retrofit, housing, or green energy.
- Demonstrable experience working with vulnerable customers, residents, or individuals requiring additional support.
- Experience supporting people with disabilities or accessibility requirements and adapting communication accordingly.
- Strong organizational and time management skills, with the ability to coordinate multiple site visits and stakeholder communications.
- Full UK driving license.
- CSCS card.
- Excellent written and verbal communication skills.
- Confident discussing technical matters with residents and explaining complex information in simple terms.
- Understanding of site-based operations and construction processes.
- Comfortable dealing with sensitive or challenging conversations.
- Experience escalating operational, customer, or accessibility-related issues to senior stakeholders.
- Ability to work within agreed delegated authority and demonstrate good judgment when resolving resident issues.
- Strong attention to detail and the ability to maintain accurate customer and project records.
Desirable
- Previous experience working with Housing Associations, Local Authorities, or Advice Centres.
- Previous experience working directly with vulnerable residents or communities.
- Experience supporting residents with disabilities, accessibility needs, or other additional requirements.
- Familiarity with BEIS compliance and Local Authority scheme requirements.
- Experience working within delegated authority structures or accessibility-focused service delivery.
- Background in project coordination or support within the retrofit, energy, or healthcare sector.
- Knowledge of reporting tools and customer data input systems, such as MSD.
- Experience working on energy efficiency, retrofit, insulation, heating, or renewable energy projects.
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What We're Looking For
We are looking for a confident, approachable, and empathetic Resident Liaison Officer who can build trust quickly and communicate effectively with a wide range of residents.
You will need to be organized, resilient, and comfortable working across multiple sites and with different stakeholders. Most importantly, you will have a genuine customer-focused approach and the ability to support residents sensitively throughout the delivery of energy efficiency works.
PPE, IT equipment, van, and fuel provided.
Company Information
This contract vacancy is being advertised by Rullion Ltd
Since 1978, Rullion has been securing exceptional candidates for a range of clients; from large well-known brands to SMEs and start-ups. As a family-owned business, Rullion's approach is credible and honest, focused on building long-lasting relationships with both clients and candidates.
Rullion is a forward-thinking recruitment company that specializes in providing a wide range of talent consultancy services to a diverse client base; from small start-ups to large household names.
We celebrate and support diversity and are committed to ensuring equal opportunities for both employees and applicants.
Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.
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