Resident Liaison Officer

Resident Liaison Officer

Location: Havant, Hampshire, PO9 / MobileContract: Permanent, Full‑TimeReports to: Operations Manager

Job Overview

Aura Retrofit is one of the leading energy efficiency and retrofit installers in the South of England, delivering a full range of domestic measures such as heat pumps, solar PV, insulation, and boilers. We are expanding into new markets while maintaining a strong focus on customer satisfaction.

The Resident Liaison Officer creates a clear, supportive link between Aura Retrofit and residents throughout installation, repair, and maintenance works. Acting as a trusted point of contact, you will keep residents well‑informed from initial communication through to project completion, proactively addressing questions and resolving concerns to ensure a smooth, stress‑free experience.

Key responsibilities include managing resident expectations, coordinating with delivery teams, ensuring quality standards are met, and supporting community engagement. You will also oversee the delivery of social value commitments by contractors and demonstrate a strong commitment to safeguarding and the welfare of children, young people and vulnerable adults.

Key Responsibilities

• Act as the main point of contact for residents, delivering clear, timely updates on project scope, timelines and progress.
• Respond quickly and effectively to resident queries, concerns or complaints, achieving positive outcomes for both residents and Aura Retrofit.
• Carry out pre‑start visits and consultations to understand individual needs, preferences and potential risks, ensuring this insight is shared with the wider project team.
• Produce and issue resident communications, including letters and newsletters, to keep everyone informed of upcoming works, key milestones and any expected disruption.
• Provide practical support throughout the project, arranging temporary accommodation or additional assistance where required.
• Work closely with delivery teams, contractors and stakeholders to ensure the resident voice is reflected in planning and on‑site delivery.
• Complete post‑installation checks to confirm works meet quality standards, managing any snagging or remedial actions through to resolution.
• Carry out post‑project satisfaction surveys and follow‑ups, using feedback to drive continuous improvement.
• Maintain accurate records of all resident interactions, ensuring compliance with regulatory and communication requirements.
• Support and attend community meetings or events, helping to keep residents informed and address shared concerns.
• Oversee the delivery of social value commitments by contractors, ensuring alignment with contract requirements and Aura Retrofit’s objectives, and support progress reporting.
• Demonstrate a strong commitment to safeguarding and the welfare of children, young people and vulnerable adults at all times.
• Provide flexible working hours (50% office, 50% on‑road) to meet the needs of residents and customers; adopt a flexible attitude to duties as required by the organisation.

Key Skills and Experience Required

Essential

• Experience in a customer‑facing role, ideally within construction, housing or a related environment.
• Strong problem‑solving skills, able to manage and resolve queries, concerns or complaints calmly and professionally.
• Ability to work independently while effectively managing multiple priorities and resident needs.
• Confident use of Microsoft Office, particularly Word and Excel, for communications and record‑keeping.
• Highly organised and detail‑focused, ensuring clear information recording and consistent, professional communications.
• Proactive and solutions‑driven, identifying potential issues early and taking practical steps to resolve them.
• Dependable and professional, building trust with residents and colleagues by consistently delivering on commitments.
• Strong verbal and written communication skills, with the ability to engage clearly and confidently with residents from diverse backgrounds.
• Approachable and empathetic, able to build trust quickly and respond to resident needs with understanding and respect.
• Full driving licence.

Desirable

• Experience working within social housing, local authority or a similar environment where resident engagement is central to the role.
• Good understanding of construction or maintenance activities and how these works can impact residents.
• Awareness of relevant legal and regulatory requirements relating to resident communication and engagement.
• Experience in organising and facilitating community meetings or events.

Benefits

Aura Retrofit is committed to regular training and improvement within our team through an in‑house sponsorship programme that allows members to add additional knowledge and skills. Training includes Health and Safety (NEBOSH), Retrofit Assessors/Co‑ordinators and Energy Assessors. This programme supports the growth of ambitious staff who drive the business forward.

• Competitive salary
• 25 days annual leave, plus bank holidays
• ‘Early Finish’ Friday
• Company pension scheme
• A collaborative and dynamic work environment
• Opportunity to work in a business focused on innovation and sustainability
• Long‑term career progression within a rapidly growing organisation

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