Resident Liaison Officer; Customer Service

Position: Resident Liaison Officer (Customer Service)
Resident Liaison Officer - Major Works (Social Housing)

Programme:
Norwich City Council - 10 Year Major Works Partnership

Mulalley is delivering a 10-year Major Works Programme for Norwich City Council, encompassing both internal and external refurbishment works across the Council’s social housing stock. This is a long-term, resident-facing programme, ideal for those committed to delivering excellent customer service, building trusted resident relationships, and supporting successful project delivery.

We are now recruiting Resident Liaison Officers to be an essential part of our team in Norwich.

The role

You will be responsible and required to:

* Act as the first point of contact for residents, providing clear, timely information and support

* Issue resident notification letters and reports containing relevant project information

* Develop and maintain effective working relationships with residents, contractors, clients, and site staff

* Ensure residents’ homes are treated with respect at all times

* Immediately inform management of any Health and Safety issues

* Investigate, record, and resolve resident complaints in accordance with company procedures

This is a delivery-critical role, requiring a proactive, hands-on approach.

What we’re looking for

* Proven experience of customer service

* Organised, able to prioritise and decisive under pressure

* Excellent written and verbal communication

* Ability to effectively liaise with residents by letter, telephone, email, text, whatsapp and face to face in their homes

Essential requirements

* Customer Service or Care Sector

* Full Driving License and use of vehicle

Desirable requirements

* Proven previous experience in a Resident Liaison Officer (RLO) role

* Based locally in or around Norwich

Why Mulalley

* Long-term, secure programme with a local authority client

* Continuous training and development

* A business that values capability, accountability, and delivery

Closing date for applications:
Monday 2 February