Resident Liaison Officer

Are you passionate about delivering exceptional customer service and making a real difference in your community? We're looking for a proactive and empathetic Resident Liaison Officer to join our team and act as the vital link between Norwich City Council tenants and Gasway's operational delivery teams.

As our Resident Liaison Officer, you will be the face of Gasway within the community. You will spend much of your time engaging directly with tenants, supporting access for compliance checks, helping residents understand upcoming work and ensuring their needs, concerns and experiences shape how we deliver our services. This is a varied, rewarding role where no two days look the same. You will deal with sensitive situations, help resolve issues early, support vulnerable residents and champion social value.

Key Responsibilities:

• Build positive relationships with tenants and act as their primary point of contact for gas and electrical compliance activity.
• Support engineers by helping secure access to properties and following up on no access cases
• Carry out pre project surveys, consultations and quality post checks.
• Work closely with Housing Officers to support vulnerable tenants and ensure timely delivery of essential services.
• Identify safeguarding concerns and escalate appropriately.
• Manage and resolve resident issues and complaints with empathy and professionalism.
• Lead on Social Value initiatives and provide progress updates.
• Maintain accurate digital and manual records and provide timely reporting.
• Drive continuous improvement to enhance customer satisfaction and service delivery.
• Ensure full compliance with Health and Safety, equality and diversity and data protection requirements.
• Work flexibly, including occasional evenings and weekends to support a 24 7 365 operation.

What we are looking for in an ideal candidate:

• A natural communicator, empathetic, approachable and confident working with the public.
• Experienced in supporting residents or customers, especially in challenging or sensitive situations.
• Organised and proactive, able to juggle tasks and keep accurate records.
• Calm under pressure and skilled at resolving issues early and effectively.
• Able to collaborate with engineers, managers, council teams and other stakeholders.
• Competent using MS Office, especially Word and Excel.
• Committed to delivering excellent customer service and upholding safeguarding responsibilities.

Essential Criteria:

• Experience working directly with the public
• GCSEs or equivalent
• Full UK Driving Licence

Desirable Criteria:

• Experience in social housing, construction or compliance environments
• NVQ in Administration or Customer Care
• Knowledge of repairs or maintenance processes
• Experience organising resident engagement events

In return for your hard work, we offer a competitive salary of £31,000-35,000 DOE per annum and a benefits package. Click here to see more about our benefits. £4,800 per year car allowance, with additional reimbursement available for business mileage claims

For additional job info, please click here to see the job description

Why Join Gasway You will be part of a supportive team dedicated to improving homes, enhancing safety and delivering meaningful social value across our communities. This role is ideal for someone who cares deeply about people and enjoys working in a dynamic, impactful environment. Ready to make a difference Apply now and help us deliver safe, high quality services to households across Norwich while building relationships that matter.

Division Gasway Services Department Gasway Admin Locations Burnet Road (Gasway), Norfolk Yearly salary £31,000 - £35,000 Employment type Full-time