Resident Liaison Officer - Norwich / Great Yarmouth

Job Title

Resident Liaison Officer

Expected Start Date

ASAP

Expected Pay Rate (Candidate Rate)

£35,000+

Expenses (Please specify)

Overnight stays if required

Hours of work (Please specify)

37 hours

Shift Patterns (Please give details)

Monday-Friday

Duration

6 Months to be made permanent

Flexible Working (Home/Hybrid/Office)

Onsite

Office Location (If hybrid/Office Based)

Any Specific Days in the office

Onsite

Any additional travel required

Travel to sites

Overview of the role - Team / Projects / Key challenges

Company Overview:
Green Funding Solutions is a rapidly growing organisation, expanding from a small operation to a 100-strong team in just three years, generating between £70m-£100m in revenue. The company specialises in securing external funding for green solutions, supporting vulnerable customers and households through energy efficiency and healthcare innovations such as insulation, solar panels, heat pumps, and low-carbon heating systems.

Team & Projects:
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)

Experience and Qualifications - Essential / Desirable

Any experience with accessibility, working with disabilities, dealing delegated authority

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
• 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)
• CSCS card (Construction Skills Certification Scheme)