Overview
Customer Liaison Officer Jobs in Ashford at Synergize LTD
About The Role:
We are looking for an experienced and customer-focused Customer / Resident Liaison Officer (CLO/RLO) to support the successful delivery of retrofit and decarbonisation projects within occupied homes and buildings.
As the key point of contact for residents throughout the project lifecycle, you will play a vital role in ensuring customers understand the works being undertaken, know what to expect, and receive the support they need before, during, and after installation activities.
Working closely with Site Managers, project teams, subcontractors, clients, and residents, you will coordinate access, manage appointments, identify vulnerabilities, and maintain accurate communication records. Your ability to build trust, support residents, and proactively resolve issues will be essential to maintaining programme delivery, compliance, and customer satisfaction.
This is an 18–24 month fixed-term contract, with the potential for a permanent position depending on future workload in the area.
Hours: 40 hours per week, typically Monday to Friday, 8:00am – 5:00pm.
Key Responsibilities:
· Act as the primary point of contact for residents and occupiers throughout retrofit and decarbonisation projects
· Provide clear and timely information regarding planned works, programme timelines, access requirements, safety arrangements, and expected disruption
· Build positive relationships with residents through professional, empathetic, and proactive communication
· Organise and support resident engagement activities, including letters, phone calls, door-knocking campaigns, drop-in sessions, coffee mornings, and community events
· Complete tenant profiling and vulnerability assessments before works commence
· Identify and record medical, mobility, language, access, safeguarding, caring responsibilities, and
· Ensure reasonable adjustments and resident-specific needs are communicated effectively to site teams and subcontractors
· Support vulnerable residents throughout the project and arrange additional assistance where required
· Schedule, confirm, and manage appointments for surveys, installations, inspections, handovers, and defect rectification visits
· Monitor access arrangements and proactively address no-access situations or access concerns.
· Work closely with operational teams to ensure appointments align with programme requirements and resident availability
· Escalate access issues, refusals, safeguarding concerns, or programme risks promptly.
· Monitor resident satisfaction throughout the project lifecycle
· Manage complaints, concerns, and customer feedback in a professional and timely manner.
· Ensure issues are logged, investigated, escalated where necessary, and resolved in accordance with company procedures
· Support resident aftercare, handovers, and project close-out activities
· Maintain accurate records including communication logs, access records, consent forms, tenant profiles, complaints, and project evidence
· Ensure information is recorded within approved systems and remains audit-ready at all times.
· Assist with compliance requirements relating to retrofit funding, customer engagement, and project delivery standards
· Work closely with Site Managers, project teams, clients, subcontractors, and internal departments to support successful project delivery
· Attend resident meetings, site meetings, client reviews, and community engagement events as required
· Support social value initiatives and community engagement programmes linked to project delivery
· Promote a positive culture of customer care, respect, and professionalism across all projects
About You:
· Experience in customer service, resident liaison, housing, construction, retrofit, or occupied-property environments
· Proven ability to communicate effectively with residents, clients, contractors, and project teams
· Experience coordinating appointments, access arrangements, and customer communications
· Experience handling complaints, resolving issues, and managing challenging conversations professionally
· Experience maintaining accurate records and working with digital systems and databases
· Experience supporting vulnerable individuals or identifying additional support requirements
· Knowledge of social housing, local authority, or public sector environments
· Understanding of retrofit and decarbonisation programmes
· Awareness of PAS 2030/2035, TrustMark, ECO4, SHDF, or similar funding and compliance frameworks
· Excellent communication and interpersonal skills
· Strong organisational and diary management abilities
· Ability to build trust and rapport with a wide range of residents and stakeholders
· Confident managing difficult conversations with professionalism and empathy
· Strong attention to detail and commitment to maintaining accurate records
· Good working knowledge of Microsoft 365, including Excel, Word, Outlook, Teams, and SharePoint
· Understanding of confidentiality, safeguarding, resident vulnerability, and reasonable adjustments
· Awareness of health and safety requirements within occupied homes and live construction environments
Why Join Us:
Synergize is renowned for the safe, timely and high-quality delivery of remediation and maintenance contracts across the UK.
Our expertise lies in planning and completing high-quality installations for the remediation of properties which do not meet current building regulations.
We find the best solution for each assignment and project manage the entire process from start to finish, meeting targets on quality, timing and cost. We are a trusted contractor for the remediation of external wall cladding for low, medium and high-rise buildings.
We can provide independent assessments and advice as well as completing the work required to bring the property up to expected standards of fire safety and insulation.
Our head office is based in Harrogate, and we provide services across the UK through a network of regional offices and a dedicated team of highly skilled and fully-accredited installers, engineers and support staff.
Pay: £30,000.00-£35,000.00 per year
Licence/Certification:
- Driving Licence (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
Title: Customer Liaison Officer
Company: Synergize LTD
Location: Ashford
