Tenant Liaison Officer

Sustainable Group; Nottingham; On-site; GBP 27,000; Full time

Job summary

A leading construction solutions provider in Nottingham is seeking a Tenant Liaison Officer to manage customer engagement throughout home improvement works. This full-time position requires a minimum of one year in a customer-facing role and a full UK driving licence. Responsibilities include ensuring resident satisfaction and compliance with GDPR policies. The role offers a salary of £27,000 plus a £3,000 car allowance, alongside attractive benefits.

Benefits

Enhanced Pension Contributions

Employer Paid Healthcare Cash Plan

Enhanced Maternity Pay

Employee Assistance Programme

Support for Continuous Professional Development

Qualifications

• Minimum of 1 year working in a customer-facing role within the construction industry.
• A full UK driving licence is required.

Responsibilities

• Manage customer/resident journey ensuring satisfaction.
• Consult and support residents before, during, and after works.
• Identify vulnerable tenants and accommodate their needs.

Skills

Customer service skills

Communication skills

Organisational skills

Understanding of H&S regulations

Education

GCSEs and above or equivalent

Job description

Tenant Liaison Officer

Location: Nottingham
Salary: £27,000 with a car allowance of £3,000 pa.
Contract: Full time, permanent.
Hours of Work: 8am-5pm Mon-Thurs, 8am-4.30pm Friday

About the Company

Sustainable Building Services is a multi‑award‑winning retrofit decarbonisation solutions provider and principal contractor delivering at scale across all housing tenure types, including social, owner‑occupied, and private rental homes. As a leader in residential decarbonisation, energy efficiency and whole‑house retrofit, we are currently managing and delivering over £100m+ large‑scale retrofit schemes, blending funding across mixed‑tenures to maximise positive impact across communities. Our work improves the living conditions, health, comfort, and well‑being of thousands of households each year to help reduce fuel poverty and address the four biggest challenges today: the cost of living, energy security, climate change, and health crises. All of this supports the UK’s progress towards meeting net‑zero targets.

Overview of the Role

In your role as a Tenant Liaison Officer, you are responsible for managing the customer/resident journey whilst following the client and company engagement procedures.

Key Responsibilities

• Provide consultation and support to residents prior to, during and after works to their homes – ensuring high levels of customer satisfaction.
• Identify vulnerable tenants and any additional needs they might have, and accommodate them.
• Ensure resident data is kept safe and secure in line with the company and client GDPR policies.
• Deal promptly with any problems/issues.
• Manage the customer/resident journey following client and company engagement procedures.
• Develop effective working relationships with residents, clients, sub‑contractors, site‑based personnel, local stakeholders, the local community, and the Customer Care department.
• Carry out choice events, consultation events and individual consultation with residents regarding future work.
• Conduct individual resident inductions, including introduction to the process, scope of works, property and personal belongings condition surveys inclusive of photographs for evidence.
• Complete resident profiling and work with the site management team to implement effective working practices and discuss with the client’s customer care team where appropriate.
• Agree access arrangements with the resident and book appointments to enable the work to their home.
• Ensure relevant communication packs are set up for new contracts.
• Participate in social value returns, identifying, organising and participating in community based events.

In order to be successful in this role, you must have:

• A minimum of 1 year working in a customer‑facing role within the construction industry.
• A full UK driving licence.
• GCSEs and above, or equivalent qualification.
• The ability to efficiently organise a fluctuating workload.
• Customer service skills alongside strong and effective communication skills.
• An understanding of H&S regulations and working practices relating to construction sites.

Rewards & Benefits

• Enhanced Pension Contributions
• Employer Paid Healthcare Cash Plan
• Enhanced Maternity Pay
• Employee Assistance Programme
• Support for Continuous Professional Development

We are an equal opportunities employer, and we are committed to recruiting the best person for this post. We will ensure fair and equal opportunities for all potential and existing employees. This relates to Gender, Marital Status, Family Status, Age, Race, Sexual Orientation and Religious Belief.