Resident Liaison Officer​/Tenant Liaison Officer

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EQUANS is a global leader in energy services, with nearly 100,000 employees in over 50 countries and an annual turnover of more than 17 billion euros. In the UK & Ireland, EQUANS provides FM, regeneration, technical, and energy services, specialising in smart buildings, green mobility, district energy, and renewables. EQUANS' 13,500 UK & Ireland employees support the transition to net zero and digital and industrial transformations.

EQUANS is a Bouygues group company.

Contract:

3 months (possible extension)

Location:

Coventry

Rate: £14.35 ph

Client:
Equans

We are looking for an experienced Resident Liaison Officer / Customer Liaison professional who can act as the key point of contact between residents, site teams, and clients during live projects. To deliver exemplary customer care and communication throughout the delivery of a project. To assist in the smooth running of contracts by delivering a consistent service across the region. To understand, implement and adhere to the company H&S policies.

• Act as the main point of contact for residents, delivering clear and timely communication in line with the Resident Engagement Strategy.
• Carry out all pre-entry induction visits and maintain regular resident contact throughout the programme of works.
• Keep residents fully informed, resolve issues promptly, and escalation concerns to the Site Manager where required.
• Identify and report safeguarding concerns in line with agreed procedures.
• Manage customer queries and complaints professionally, ensuring accurate recording, follow-up, and resolution.
• Capture customer satisfaction through mandatory feedback calls and maintain relevant trackers and records.
• Work collaboratively with clients, site teams, and stakeholders to maintain positive working relationships.
• Attend site, project, and team meetings as required.
• Support community engagement, social value initiatives, and provide resident handover packs where applicable.
• Ensure compliance with health & safety, lone working policies, company procedures, and mandatory training requirements.
• Take responsibility for personal and public safety and support the development of new team members.

• Excellent interpersonal and communication skills, with the ability to effectively communicate with a wide range of stakeholders, internally and externally.
• Proficient IT skills along with a good working knowledge of Microsoft Office (Word, Excel, Outlook & Teams/SharePoint).
• Good administration skills with the ability to coordinate numerous tasks during the working day.
• Competent, clear and concise writer.
• Strong presentation skills.
• Ability to work on own initiative.
• Knowledge of decarbonisation retrofit works and the associated requirements/processes.
• Hold a full clean driving licence with the ability to travel to various locations in the region.
• Previous liaison officer experience.

Your application and CV will be carefully reviewed by the recruitment team managing this position. If your experience matches the role requirements, we will contact you within 48 hours to discuss the opportunity and outline the next steps.