Resident Liaison Officer

Job Purpose:
The Resident Liaison Officer will serve as the primary contact and representative of Green Funding Solutions, ensuring effective communication and smooth operations between residents and project teams during the delivery of green energy solutions. You will play a key role in managing customer relationships and facilitating the successful installation of energy efficiency measures.

Main Responsibilities:

• Organise and arrange site visits during surveys and installations by contractors.
• Represent Green Funding Solutions, engaging directly with residents to explain project requirements and the next steps in the customer journey.
• Educate residents on the technical aspects of the measures being implemented in their homes.
• Address customer queries and escalate any operational issues to the Operations & Readiness Manager.
• Provide regular reports and feedback to Site Managers on site visit outcomes.
• Input site visit details into the MSD system.
• Act as the escalation point for customer and client issue management.
• Manage relationships with Housing Associations (HA), developers, site supervisors, and managers for the contract''s duration.
• Coordinate communication between internal and external stakeholders, including HAs and Advice Centres.
• Support the resolution of customer-raised faults, coordinating with contractors and Site Managers.
• Share information with the Advice Centre and project teams, escalate complaints, and provide site visit reports.
• Contribute to a positive Net Promoter Score (NPS) for the customer journey.
• Conduct resident inductions and send out resident communications/notification letters.

Scope of Decision-Making:

• Make recommendations to senior stakeholders, focusing on performance improvements related to cost, measure mix, compliance, and enhancing the customer journey.
• Propose escalation steps based on KPIs and SLAs to improve project timelines.
• Ensure schemes comply with BEIS (Department for Business, Energy & Industrial Strategy) and Local Authority requirements.

Key Skills and Requirements:

• Proven ability to manage and build effective relationships with clients and residents onsite.
• Strong experience in organising and prioritising heavy workloads.
• Full UK driving licence.
• Problem-solving skills.
• Hold a valid CSCS qualification (Construction Skills Certification Scheme).
• Excellent verbal and written communication skills.
• Ability to simplify complex queries into tangible, understandable outcomes.
• Understanding of the construction industry.
• Strategic thinking with an educational approach to customer communication.
• Experience in site coordination and planning.
• Confident in conducting detailed discussions with residents, both individually and in groups.

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