Resident Liaison Co-ordinator
Department: Property & Assets - Resident & Building Safety
Reporting to: Head of Mechanical Engineering / Head of Electrical Safety
Salary: c.£31,500 plus £5,800 car allowance
Location: Homeworking with travel to sites as required
Contract: Permanent, full time
To View the JD: https://bit.ly/4b4z0Jr
We're looking for a Resident Liaison Co-ordinator to join our Resident & Building Safety team and play a vital role in ensuring residents feel informed, supported and safe while building safety and investment works are delivered in their homes.
This is a customer-focused role, ideal for someone who thrives on building relationships, solving problems and making a real difference to customer experience.
The Role
As Resident Liaison Co-ordinator, you will be the bridge between residents, contractors and internal teams, ensuring works are delivered smoothly with minimal disruption and maximum transparency. You'll make sure residents understand what's happening, feel listened to, and are supported throughout the entire customer journey, from planning through to completion.
You'll also play a key role in driving continuous improvement, using resident feedback and data to shape better ways of working and enhance satisfaction across the service.
What You'll Be Doing
Resident Engagement & Communication
Skills & Knowledge
Anchor is England's largest not-for-profit providers of care and housing for older people. Our heartfelt ambition is to transform housing and care so everyone can have a home where they love living in later life.
We're not-for-profit which means every penny we make or save is invested in the people who live with us, the places they live and the people who work here. That means a better standard of care and customer service, better wages, more investment in training and development and improved facilities.
Our values
Every one of us can make a difference to our residents and play a part in shaping homes and services around their needs.
Our Anchor values of being Accountable, Respectful, Courageous and Honest apply to us all, whether you manage colleagues as part of your role or not.
Displaying our values can influence those around us to do the same. We can all be leaders at Anchor and should all be driven by the same customer ethos. Our Anchor Leadership Framework helps align these values with the skills and behaviours we demonstrate.
A rewarding environment
From health and happiness to finance and your career, we'll give you all the support you need.
Health & happiness
Celebrating diversity, celebrating you
Anchor is proud to be an equal opportunity employer. We aim to celebrate diversity and inclusion in all that we do, as we know that the more diverse our colleagues are, the better care and support we can give to our residents and each other.
We are proud to have an LGBT+ group for our residents, and also Disability, LGBT+ and race and ethnicity colleague networks. These work to celebrate diversity, address concerns, review policy and practice and empower their members. We also have an Inclusive Ambassador network to allow all colleagues to be part of promoting diversity and to be an ally to others.
We are a Gold Standard Inclusive Employer, a Stonewall Diversity Champion, Menopause Friendly and a signatory to the Care Leaver Covenant, HouseProud Pledge and Age Friendly Employer Pledge schemes.
Department: Property & Assets - Resident & Building Safety
Reporting to: Head of Mechanical Engineering / Head of Electrical Safety
Salary: c.£31,500 plus £5,800 car allowance
Location: Homeworking with travel to sites as required
Contract: Permanent, full time
To View the JD: https://bit.ly/4b4z0Jr
We're looking for a Resident Liaison Co-ordinator to join our Resident & Building Safety team and play a vital role in ensuring residents feel informed, supported and safe while building safety and investment works are delivered in their homes.
This is a customer-focused role, ideal for someone who thrives on building relationships, solving problems and making a real difference to customer experience.
The Role
As Resident Liaison Co-ordinator, you will be the bridge between residents, contractors and internal teams, ensuring works are delivered smoothly with minimal disruption and maximum transparency. You'll make sure residents understand what's happening, feel listened to, and are supported throughout the entire customer journey, from planning through to completion.
You'll also play a key role in driving continuous improvement, using resident feedback and data to shape better ways of working and enhance satisfaction across the service.
What You'll Be Doing
Resident Engagement & Communication
- Act as a key point of contact for residents during building safety and investment works.
- Deliver clear, timely and accessible communication through letters, meetings and resident events.
- Ensure residents understand the impact, benefits and timelines of works in their homes.
- Arrange temporary replacement services or utilities and other mitigations where required.
- Work closely with contractors' customer care teams to ensure service delivery meets Anchor's values and standards.
- Monitor contractor performance in relation to customer care and satisfaction.
- Collaborate with Location Managers and Property & Assets colleagues to support effective engagement at programme and project level.
- Identify trends and patterns in resident feedback and satisfaction.
- Work with colleagues and contractors to implement service improvements.
- Support the collection, collation and interpretation of customer satisfaction data to embed learning and drive continuous improvement.
- Ensure resident concerns and complaints are thoroughly investigated and responded to with empathy and professionalism.
- Act swiftly to resolve issues and maintain high levels of customer satisfaction.
- Undertake work-in-progress and post-completion resident visits to assure quality and customer experience.
- Support site meetings and maintain auditable records of resident engagement activity.
Skills & Knowledge
- Strong understanding of customer service delivery in a property or operational environment.
- Excellent organisational skills, with the ability to manage competing priorities across multiple locations.
- Confident problem-solver with a calm, pragmatic approach.
- Strong IT skills, including Microsoft Word, Excel and PowerPoint.
- Understanding of (or willingness to learn) the Building Safety Act and relevant legislation.
- Experience in a front-line, customer-facing role.
- Experience presenting or communicating with groups of customers, colleagues or contractors.
- Proven ability to manage multiple customer demands while maintaining high service standards.
- GCSE Maths and English (or equivalent).
- Customer Services NVQ Level 4 or above (or equivalent) - desirable.
Anchor is England's largest not-for-profit providers of care and housing for older people. Our heartfelt ambition is to transform housing and care so everyone can have a home where they love living in later life.
We're not-for-profit which means every penny we make or save is invested in the people who live with us, the places they live and the people who work here. That means a better standard of care and customer service, better wages, more investment in training and development and improved facilities.
Our values
Every one of us can make a difference to our residents and play a part in shaping homes and services around their needs.
Our Anchor values of being Accountable, Respectful, Courageous and Honest apply to us all, whether you manage colleagues as part of your role or not.
Displaying our values can influence those around us to do the same. We can all be leaders at Anchor and should all be driven by the same customer ethos. Our Anchor Leadership Framework helps align these values with the skills and behaviours we demonstrate.
A rewarding environment
From health and happiness to finance and your career, we'll give you all the support you need.
Health & happiness
- Gym, fitness and wellbeing discounts
- Mental health support
- Flexible working options
- Access to online GP appointments
- Pension plan - contribute between 4% and 8% and we'll match it or better
- Quick and easy pension transfer service
- Savings and financial advice, loans, free life assurance
- Discounts on shopping, holidays, phones, technology and more
- Free Blue Light Card
- Ongoing personal and professional development programme
- Leadership Pathways online learning resources
- Career progression and promotion opportunities
Celebrating diversity, celebrating you
Anchor is proud to be an equal opportunity employer. We aim to celebrate diversity and inclusion in all that we do, as we know that the more diverse our colleagues are, the better care and support we can give to our residents and each other.
We are proud to have an LGBT+ group for our residents, and also Disability, LGBT+ and race and ethnicity colleague networks. These work to celebrate diversity, address concerns, review policy and practice and empower their members. We also have an Inclusive Ambassador network to allow all colleagues to be part of promoting diversity and to be an ally to others.
We are a Gold Standard Inclusive Employer, a Stonewall Diversity Champion, Menopause Friendly and a signatory to the Care Leaver Covenant, HouseProud Pledge and Age Friendly Employer Pledge schemes.