Previous experience as a Resident Liaison Officer, Customer Liaison Officer, or in a customer-facing social housing role.
Strong interpersonal and communication skills.
Ability to build trust and rapport with a wide range of people.
Confidence handling challenging conversations professionally and empathetically.
Strong organisational and administrative skills.
Good information technology skills, including Microsoft Office applications.
Ability to work independently while contributing positively to the wider project team.
A proactive approach to problem solving.
A full UK driving licence.
Responsibilities
Build positive relationships with residents throughout project delivery.
Act as the first point of contact for resident enquiries and concerns.
Provide clear, accurate, and timely communication about planned works.
Prepare and distribute resident information and project updates.
Organise and attend resident consultation events, meetings, and community engagement activities.
Support vulnerable residents and ensure individual needs are understood and considered.
Liaise with housing associations, local authorities, client representatives, and site teams.
Manage customer complaints and concerns professionally and proactively.
Monitor customer satisfaction and identify opportunities for improvement.
Maintain accurate records, communication logs, and project documentation.
Support operational teams in delivering an exceptional resident experience throughout the project.
Desired Qualifications
Experience supporting residents during refurbishment, retrofit, or planned maintenance works.
Customer Liaison Officer (CLO)
A Bit About Us...
Connolly is a leading construction refurbishment company based in Wigan, delivering planned maintenance, retrofit and regeneration projects across the social housing sector. With family values at our core, we're passionate about creating better homes, stronger communities and positive change for the people we work with and alongside.
As our business continues to grow and we secure new programmes across Greater Manchester, we're looking for experienced Customer Liaison Officers to join our team and play a key role in delivering an exceptional customer experience.
A Bit About the Role...
At Connolly, we believe great projects are about more than bricks and mortar. They're about people.
As a Customer Liaison Officer, you'll be the bridge between residents, clients and operational teams, ensuring communication is clear, concerns are addressed and residents feel valued and supported while work is taking place in their homes.
You'll often be the face of the project within the community, helping to build trust, maintain positive relationships and ensure every resident receives a professional, respectful and compassionate service.
This is an ideal opportunity for someone who enjoys working with people, solving problems and making a real difference to customers' experiences.
What You'll Be Responsible For...
Building strong, positive relationships with residents throughout project delivery
Acting as the first point of contact for resident enquiries and concerns
Providing clear, accurate and timely communication regarding planned works
Preparing and distributing resident information and project updates
Organising and attending resident consultation events, meetings and community engagement activities
Supporting vulnerable residents and ensuring individual needs are understood and considered
Liaising closely with housing associations, local authorities, client representatives and site teams
Managing customer complaints and concerns professionally and proactively
Monitoring customer satisfaction levels and identifying opportunities for improvement
Maintaining accurate records, communication logs and project documentation
Supporting operational teams to deliver an exceptional resident experience from start to finish
What We'd Like From You...
Previous experience as a Resident Liaison Officer, Customer Liaison Officer or within a customer-facing Social Housing role
Experience supporting residents during refurbishment, retrofit or planned maintenance works would be advantageous
Excellent interpersonal and communication skills
Ability to build trust and rapport with a wide range of people
Confidence in handling challenging conversations with professionalism and empathy
Strong organisational and administrative skills
Good IT skills, including Microsoft Office applications
Ability to work independently while contributing positively to the wider project team
A proactive approach to problem solving
Full UK Driving Licence
What Makes a Great Resident Liaison Officer at Connolly?
We're looking for people who:
Genuinely care about customers and communities
Enjoy helping others and finding practical solutions
Are calm, resilient and professional under pressure
Can communicate confidently with residents, clients and colleagues alike
Understand that excellent customer service can make all the difference to someone's experience during improvement works
What We'll Give You...
Secure, long-term work with an established and growing business
Competitive salary and benefits package
Generous holiday entitlement and pension scheme
Ongoing training, support and development opportunities
Career progression within a growing organisation
Supportive and experienced management teams
The opportunity to work on projects that make a lasting difference to homes and communities
A values-driven culture where people are genuinely respected and supported
Why Join Team Connolly?
Every home improvement project we deliver impacts real people. As a Customer Liaison Officer, you'll play a critical role in ensuring that residents feel informed, respected and supported throughout that process.
You'll be joining a business with a strong reputation, exciting growth plans and a commitment to delivering outstanding outcomes for both our clients and the communities they serve.
Ready to Join Team Connolly?
If you're passionate about customer service, community engagement and delivering positive experiences for residents, we'd love to hear from you.
Apply today and help us create better homes, stronger communities and positive change across Greater Manchester.