Resident Liaison Officer in Staines, Surrey

We are seeking a proactive and customer-focused Resident Liaison & Customer Service Coordinator to join a busy project team. This role will act as the key point of contact between residents, site teams, subcontractors, and client representatives, ensuring projects run smoothly while delivering an exceptional customer experience.

This is an excellent opportunity for someone with strong administration and customer service skills, ideally gained within the construction, property, housing, or maintenance sectors.

• Build and maintain positive relationships with residents, subcontractors, client representatives, and internal project teams.
• Act as the main point of contact for resident enquiries, concerns, and complaints, ensuring issues are resolved promptly and professionally.
• Work closely with Project Managers and Site Teams to maintain high standards of customer service throughout project delivery.
• Coordinate and schedule resident surveys, inspections, appointments, and installation dates.
• Draft and distribute resident communications, including letters, updates, and project notifications.
• Manage customer service records, ensuring all enquiries, actions, and resolutions are accurately documented.
• Monitor outstanding customer service issues and provide regular progress updates to management.
• Escalate unresolved matters where necessary and support the implementation of continuous service improvements.
• Conduct resident satisfaction surveys and collate feedback to help improve service delivery.

• Maintain project documentation, customer service systems, and site records.
• Answer incoming calls, respond to enquiries, and coordinate appointments.
• Update internal systems with delivery receipts, stock information, and project-related data.
• Monitor alerts and ensure actions are completed within agreed timescales.
• Support compliance processes, including subcontractor Right to Work checks.
• Assist with maintaining operative identification records and site administration.
• Provide additional administrative support to the Customer Service Management team as required.

• Previous experience in a customer service, resident liaison, or customer care position.
• Experience within the construction, social housing, property, repairs, maintenance, or refurbishment sector would be highly advantageous.
• Excellent communication skills, both written and verbal.
• Strong organisational skills with the ability to manage multiple tasks and priorities.
• Confident dealing with residents, contractors, and stakeholders at all levels.
• Ability to resolve issues professionally while managing customer expectations.
• Good attention to detail and accurate record-keeping skills.
• Strong IT skills, including Microsoft Word, Excel, Outlook, and database systems.
• Experience using SharePoint or project management systems would be beneficial.

• Strong written English and professional communication skills.
• Proficient in Microsoft Office applications.
• Ability to work effectively within a fast-paced project environment.
• Standard DBS check (or willingness to obtain one).

Office Angels is an employment agency and business. We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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