Resident Liaison Officer
Pay: £14.82 per hour
Hours: 37 hours per week, Monday-Friday
Core hours 09:00-17:00, flexibility required due to the nature of the role
Location: Hybrid - Office base in Lowestoft
Length: Initially a 3‑month assignment (with potential for extension)
Start Date: early April 2026
Enhanced DBS is required for this role; successful candidate must be willing to undergo this check.
Opus People Solutions are recruiting for a Resident Liaison Officer on behalf of East Suffolk Council to support the delivery of the Warm Homes project - a major initiative focused on improving energy efficiency, tackling fuel poverty, and enhancing the wellbeing of social housing residents.
This is a highly interactive, community-facing role ideal for someone with strong customer service experience who enjoys being out and about, building relationships, and helping people in a meaningful way.
About the Role
As a Resident Liaison Officer, you will be the first point of contact for tenants, ensuring they understand the aims and benefits of the Warm Homes programme and encouraging them to take part.
You'll be engaging with residents face‑to‑face, conducting door‑knocking, gathering contact details, handling queries and complaints, and liaising closely with contractors, retrofit assessors, and other stakeholders.
Your work plays a vital role in helping the project achieve high engagement levels, which is essential for securing funding and delivering successful outcomes.
Key Responsibilities
- Engage directly with tenants through home visits, phone calls, and online communication.
- Explain the aims and benefits of the Warm Homes project and encourage sign‑
- Build trust and rapport with residents, including those who are vulnerable or resistant to engagement.
- Handle complaints, resolve issues, and remove barriers to property access.
- Independently plan your appointments and travel across the region
- Work with contractors and internal teams to ensure smooth delivery of works.
- Maintain accurate records, evidence logs, and documentation for compliance purposes
- Attend occasional tenant meetings, sometimes outside core hours but not including unsociable hours.
What We're Looking For
- Strong customer service background - ideally in a community-facing role.
- Confident engaging with the public, including vulnerable or confrontational individuals.
- Excellent interpersonal, communication, and relationship-building skills
- Able to work independently, make decisions, and manage a demanding workload.
- IT‑literate - comfortable using Microsoft 365 and other systems
- Full UK driving licence, own vehicle, and business insurance (mileage for work activities reimbursed and car allowance provided)
- Minimum Level 3 educated (or equivalent experience).
Desirable
- Knowledge of social housing or local government environments
- Understanding of basic construction or property maintenance.
- Experience working on community outreach projects.
- Previous involvement in decarbonisation, energy efficiency, or Warm Homes programmes.
Personal attributes required for the role:
- Compassionate, patient, and resilient.
- Comfortable dealing with challenging conversations.
- Sales‑driven mindset - confident encouraging sign‑
- Solution-focused, proactive, and highly organised.
- Strong written skills and ability to keep accurate records
Why Apply?
This is a fantastic opportunity to join a high-impact community project, supporting residents to access meaningful home improvements that increase comfort, safety, and energy efficiency. Your work will make a real difference in people's daily lives.
Ready to make a difference?
Apply now and help us bring the Warm Homes programme to life in our communities.
