Resident Liaison Officer

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.

Role Overview

The Resident Liaison Officer (RLO) will primarily operate from an office-based setting, supporting project delivery teams through administration, coordination, and communication activities. While the majority of the role is desk-based, the RLO must be willing and able to attend site on an occasional basis to engage directly with residents, contractors, Housing Associations, and other stakeholders.

This role is critical in ensuring smooth communication between all parties involved in energy efficiency and retrofit installation projects, particularly where residents may require additional support or accessibility considerations.

Team & Projects

The RLO will work closely with project delivery teams, contractors, Housing Associations (HAs), and site managers. They will act as a key communication link throughout the lifecycle of installation projects, ensuring residents are kept informed and supported while operational delivery runs smoothly.

Key Responsibilities

• Provide high-quality administrative and coordination support for live projects (primarily office-based)
• Act as a key point of contact for residents, contractors, and Housing Associations
• Support resident communication via phone, email, and written updates
• Attend site visits when required to engage with residents and stakeholders
• Assist in managing project timelines, scheduling, and documentation
• Log, track, and escalate complaints, queries, and operational issues appropriately
• Support reporting requirements, including customer updates and internal tracking systems
• Help ensure a positive resident experience and contribute to improving customer satisfaction (NPS)
• Work closely with delivery teams to ensure smooth operational coordination across multiple projects

Key Challenges

• Managing clear and consistent communication with residents, including vulnerable individuals
• Balancing high-volume administrative workload with occasional site-based responsibilities
• Coordinating multiple stakeholders across complex projects
• Handling complaints or sensitive queries professionally and promptly
• Maintaining strong working relationships between internal teams, contractors, and Housing Associations
• Supporting delivery teams while ensuring a high-quality resident experience

Experience & Qualifications

Essential:

• Proven experience in resident liaison, customer service, administration, or community engagement (construction, housing, or energy sectors preferred)
• Strong organisational and time management skills
• Excellent written and verbal communication skills
• Ability to explain technical information in a clear and simple way
• Experience working with vulnerable residents or individuals requiring accessible communication
• Comfortable working in a fast-paced, multi-stakeholder environment
• Willingness to attend site visits when required
• Full UK driving licence

Desirable:

• Previous experience working with Housing Associations, local authorities, or advice centres
• Background in retrofit, energy efficiency, or construction-related projects
• Familiarity with compliance frameworks (e.g., BEIS or Local Authority schemes)
• Experience with reporting or CRM/admin systems (e.g., MSD or similar platforms)
• Understanding of delegated authority structures or accessibility-focused service delivery

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