Resident Liaison Officer

We have an exciting opportunity for a Resident Liaison Officer to join the Norwich City Service Limited (NCSL) team for a 6 month fixed term contract. If you have a strong customer service background, empathetic, and thrive in a fast-paced environment, we would love to hear from you.

About the role:
This role is all about delivering a positive, reassuring experience for residents by being their main point of contact throughout surveys, inspections, and damp‑related remedial works. You’ll keep tenants fully informed, arrange and confirm appointments, address concerns with empathy, and build strong relationships that support smooth access and cooperation. A key part of the job is identifying and supporting vulnerable residents, working with housing teams and support services to ensure their needs are met. You’ll coordinate closely with surveyors, contractors, and Norwich City Council teams to keep schedules on track, monitor progress, and resolve issues quickly. Accurate record‑keeping, clear reporting, and a commitment to professionalism, respect, safeguarding, and high‑quality customer service are essential to ensuring residents feel safe, heard, and well supported throughout the process.

This role suits someone with solid experience in housing‑related, customer‑facing work who can deliver excellent service both remotely and in residents’ homes. You’ll bring strong communication skills, the ability to explain processes clearly, and the confidence to handle complaints and resolve issues calmly. Success in the role relies on being highly organised, managing multiple appointments and resident needs at once, and keeping accurate records. Empathy, patience, and the ability to build trust with people from diverse backgrounds are essential, along with a proactive, reliable approach. Experience in social housing, repairs, maintenance, or construction, plus knowledge of damp, surveys, safeguarding, or supporting vulnerable residents, would be an advantage.

Why Choose Us?
• Living Wage Employer
• Cycle to Work Scheme
• Supportive and inclusive environment and culture
• Employee Assistant Support and Occupational Health
• Commitment to learning and development
• 25 days annual leave, rising by a day each year until 30 days is reached. Plus 8 bank holidays and a Christmas shut down period.

This role is for 37 hours per week, but to ensure flexibility and promote an inclusive workplace part time hours or a job share agreement will be considered.

Closing Date: Sunday 22nd March 2026 – please note this vacancy may close earlier if a high number of applications have been received.

Please note if you have not heard from us within 2 weeks of the closing date, your application has been unsuccessful.