Resident Liaison Co-ordinator

Resident Liaison Co-ordinator

Department: Property & Assets Resident & Building Safety
Reporting to: Building Safety Manager
Salary: c.£31,500 plus £5,800 car allowance

Location: Homeworking with travel to sites as required
Contract: Permanent, full time

We re looking for a Resident Liaison Co-ordinator to join our Resident & Building Safety team and play a vital role in ensuring residents feel informed, supported and safe while building safety and investment works are delivered in their homes.

This is a customer-focused role, ideal for someone who thrives on building relationships, solving problems and making a real difference to customer experience.

The Role

As Resident Liaison Co-ordinator, you will be the bridge between residents, contractors and internal teams, ensuring works are delivered smoothly with minimal disruption and maximum transparency. You ll make sure residents understand what s happening, feel listened to, and are supported throughout the entire customer journey, from planning through to completion.

You ll also play a key role in driving continuous improvement, using resident feedback and data to shape better ways of working and enhance satisfaction across the service.

What You'll Be Doing

Resident Engagement & Communication

• Act as a key point of contact for residents during building safety and investment works.
• Deliver clear, timely and accessible communication through letters, meetings and resident events.
• Ensure residents understand the impact, benefits and timelines of works in their homes.
• Arrange temporary replacement services or utilities and other mitigations where required.

Contractor & Stakeholder Liaison

• Work closely with contractors customer care teams to ensure service delivery meets Anchor s values and standards.
• Monitor contractor performance in relation to customer care and satisfaction.
• Collaborate with Location Managers and Property & Assets colleagues to support effective engagement at programme and project level.

Service Quality & Continuous Improvement

• Identify trends and patterns in resident feedback and satisfaction.
• Work with colleagues and contractors to implement service improvements.
• Support the collection, collation and interpretation of customer satisfaction data to embed learning and drive continuous improvement.

Complaint Handling & Issue Resolution

• Ensure resident concerns and complaints are thoroughly investigated and responded to with empathy and professionalism.
• Act swiftly to resolve issues and maintain high levels of customer satisfaction.

Site Presence & Assurance

• Undertake work-in-progress and post-completion resident visits to assure quality and customer experience.
• Support site meetings and maintain auditable records of resident engagement activity.

What You ll Bring

Skills & Knowledge

• Strong understanding of customer service delivery in a property or operational environment.
• Excellent organisational skills, with the ability to manage competing priorities across multiple locations.
• Confident problem-solver with a calm, pragmatic approach.
• Strong IT skills, including Microsoft Word, Excel and PowerPoint.
• Understanding of (or willingness to learn) the Building Safety Act and relevant legislation.

Experience

• Experience in a front-line, customer-facing role.
• Experience presenting or communicating with groups of customers, colleagues or contractors.
• Proven ability to manage multiple customer demands while maintaining high service standards.

Qualifications

• GCSE Maths and English (or equivalent).
• Customer Services NVQ Level 4 or above (or equivalent) desirable.