Resident Liaison Manager

Resident Liaison Manager/ Customer Liaison Manager – Social Housing

Hemel Hempstead

We're currently hiring a customer liaison manager who will be delivering exceptional customer service within the social housing refurbishment sector.
We’re looking for an experienced Customer Liaison Manager to join our team, leading resident engagement across vital housing improvement and maintenance programmes.

About the Role

As our Customer Liaison Manager, you’ll be the central link between residents, contractors, and the housing provider. You’ll lead engagement activities, manage a small team, and make sure the works are delivered with minimal disruption, all while keeping customer satisfaction front and centre.

You’ll play a key role in:

• Acting as the main point of contact for residents during housing improvement and maintenance works.

• Developing and delivering clear, timely updates about planned works and services.

• Proactively managing expectations and resolving any concerns swiftly and professionally.

• Ensuring vulnerable residents receive tailored communication and support.

• Working closely with project teams and contractors to keep disruption to a minimum.

• Attending site meetings and providing insight into resident concerns.

• Monitoring contractor performance through the eyes of the resident.

• Gathering and analysing feedback to drive service improvements.

• Producing regular reports on satisfaction levels and engagement activities.

• Promoting a culture of excellent customer service throughout the team.

• Proven experience in a resident-focused role within the social housing sector (essential).

• Excellent communication and interpersonal skills, with the ability to handle difficult conversations.

• Knowledge of safeguarding and supporting vulnerable residents.

• Highly organised, with the ability to manage multiple projects and priorities.

• IT savvy, with experience using CRM systems and Microsoft Office.

• Previous team leadership experience is desirable.

• Must have a valid UK drivers licence 

If you meet the criteria above and relish the idea of working for a well-established business, we’d love to hear from you, please submit your CV to the job ad. Or feel free to contact Lucy Van der Gucht at Build Recruitment on (phone number removed), or email (url removed) for more information.

Build Recruitment Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Build Recruitment is an equal opportunities employer.