Resident Liaison Officer

Southampton, Hampshire
Rullion – Eon

The Resident Liaison Officer will work closely with project delivery teams, contractors, Housing Associations (HAs), and site managers, acting as the key point of contact for residents throughout the lifecycle of energy efficiency installations. The role involves a mix of customer service, site coordination, stakeholder engagement, and reporting.

Key Challenges:

• Ensuring consistent, clear communication with residents, many of whom may be vulnerable or require accessibility support
• Managing multiple stakeholders across complex projects
• Addressing complaints or technical queries promptly and sensitively
• Maintaining strong relationships with contractors, HAs, and internal departments

Balancing operational delivery with a high-quality customer journey, contributing positively to Net Promoter Scores (NPS)

Essential:

• Proven experience in resident liaison, customer service, or community engagement, ideally within construction or green energy environments
• Strong organisational and time management skills to coordinate multiple site visits and stakeholder communications
• Full UK driving licence
• CSCS card (Construction Skills Certification Scheme)
• Excellent communication skills – both written and verbal
• Confident in discussing technical matters with residents and translating complex concepts into simple explanations
• Experience working with vulnerable residents or those requiring accessible communication
• Understanding of site-based operations and construction processes
• Comfortable escalating operational issues and reporting to senior stakeholders

Desirable:

• Previous experience working with Housing Associations, local authorities, or Advice Centres
• Familiarity with BEIS compliance and Local Authority scheme requirements
• Experience dealing with 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 (e.g., MSD)

Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.