Sureserve Group is a leading provider of compliance, energy and sustainability services across the UK, employing almost 4,000 colleagues across more than 20 locations nationwide.
Sureserve Compliance Northwest, part of the wider Sureserve Group, is a market-leading specialist in heating and hot water services. With over 40 years of successful service delivery and a growing portfolio of clients, we are committed to providing exceptional customer service while ensuring the highest standards of safety, compliance and operational excellence.
We are looking for a proactive and customer-focused Resident Liaison Officer to join our team.
As a key member of the contract delivery team, you will play a vital role in building positive relationships with residents, clients and colleagues to support the successful delivery of annual gas servicing programmes. Your primary objective will be to help ensure maximum access to properties and contribute to achieving full compliance with annual gas safety requirements.
Working across a designated geographical area, you will engage with residents through a range of communication methods, including telephone calls, letters, emails and home visits, helping to arrange and coordinate appointments at hard-to-access properties.
This role requires excellent communication skills, a solution-focused approach and a genuine commitment to delivering outstanding customer service.
Due to the nature of the role, some evening or out-of-hours working may be required. A full UK driving licence is essential.
Coordinate annual gas service appointments in line with client-specific procedures and contractual requirements.
Proactively engage with residents through telephone contact, correspondence and home visits to minimise no-access referrals and missed appointments.
Ensure servicing activities are progressed, escalated and completed in accordance with client and company procedures.
Contact residents to rearrange appointments where required.
Produce and maintain accurate reports using contract management systems to monitor servicing performance and compliance.
Provide timely updates and reports to clients and management teams.
Manage resident enquiries and complaints in accordance with company procedures, ensuring appropriate investigation and resolution.
Prepare written reports outlining complaints, incidents and recommended corrective actions.
Arrange and attend meetings with residents relating to complaints, service delivery or outstanding works.
Liaise with residents regarding remedial or repair work, ensuring issues are resolved promptly and effectively.
Attend client meetings, resident forums, roadshows and contract review meetings as required.
Support the collection, monitoring and analysis of resident satisfaction data.
Maintain compliance with all company policies, procedures and standards.
Participate in training and development activities to enhance personal effectiveness and support continuous improvement.
Undertake any other reasonable duties consistent with the level and responsibilities of the role.
We're looking for someone who is organised, professional and passionate about delivering an excellent customer experience.
Previous experience in a customer-facing or resident liaison role.
Excellent verbal and written communication skills.
Strong interpersonal skills with the ability to build positive relationships with residents and stakeholders.
Exceptional attention to detail and administrative ability.
Good organisational and time-management skills.
Ability to manage multiple priorities and work effectively in a fast-paced environment.
Resilient and solution-focused, with the ability to remain calm under pressure.
Competent user of Microsoft Office applications and other IT systems.
Professional, approachable and customer-focused manner.
Ability to handle sensitive information with discretion and confidentiality.
Flexible, adaptable and able to work collaboratively as part of a team.
Full UK driving license.
At Sureserve, we recognise that our people are key to our success. In return for your commitment, we offer:
Company van for business use.
Employee wellbeing programme, including occupational health and confidential counselling support.
Service-related annual leave entitlement.
Ongoing technical training and professional development opportunities.
Enhanced maternity and paternity benefits (subject to eligibility).
Cycle to Work Scheme (following successful completion of probation).
EV Scheme
Gender & Equality Working Group.
Employee Voice Programme.
Sureserve Legends – recognising and celebrating employees who live our values every day.
Career development opportunities within a growing national organisation.
At Sureserve, we are committed to developing talent at every level and creating an inclusive workplace where everyone can thrive. We champion equality, diversity and inclusion in the way we work and in the communities we serve, ensuring that all colleagues, clients and customers have the opportunity and support to achieve their professional and personal potential.
If you have the skills, experience and passion to make a difference, we'd love to hear from you.
Sureserve is proud to be an equal opportunities employer. We welcome applications from all suitably qualified individuals regardless of race, colour, religion, sex, gender identity, sexual orientation, national origin, disability, age or veteran status.
Reasonable adjustments are available throughout the recruitment process. If you require support, please contact [email protected].
Successful applicants will be subject to Right to Work and DBS checks in line with our recruitment procedures.
