Client Resident Liaison Officer - Social Housing

The Sureserve Group of businesses provides market-leading compliance and energy services across the UK, with 4000 employees working from over 20 offices. Sureserve Compliance South, delivers heating services within the social housing sector across London & the South East. We support our clients across domestic gas, commercial gas, renewables, and electrical services. We are London’s largest, most successful gas contractor, focusing on long-term contracts with our clients to offer our staff job security and progression opportunities

Role

As a Client Resident Liaison Officer, you will play a key role in supporting a commercial gas contract, acting as the link between our client, residents, and internal teams. You will be the main point of contact for compliance matters, resident queries, complaints, and complex issues relating to the contract, helping to resolve concerns early and reduce escalation.

This is a varied, people focused role combining customer contact, client reporting, and administrative support.

The role is office based, with time split between our Dartford head office and the client’s office in Kensington and Chelsea.

Key responsibilities:

• Work across both Dartford head office and the client’s office in Kensington and Chelsea 2/3 days per week.

• Act as the main point of contact for the client and residents on a commercial gas contract, managing compliance, queries, complaints, and complex issues

• Manage escalated customer contact and work closely with operations and management teams to resolve issues and keep customers informed

• Help prevent escalation by resolving issues early and reducing formal complaints

• Produce compliance and repair reports and arrange follow up appointments where required

• Support Customer Service Agents through feedback, coaching insight, and sharing common complaint themes

• Liaise with Contract Administrators and support complaint handling and compensation requests through to resolution

• Attend contract meetings and complete associated administrative duties

• Follow Sureserve and client policies on data protection, equality, and diversity

The successful candidate will have:

• Administrative experience, ideally within social housing, construction, or gas services

• A strong focus on professional, courteous customer service

• Confidence using Microsoft Office, particularly Outlook and Excel

• Clear written and verbal communication skills

• Strong organisational skills with a flexible and proactive approach

What we can offer you

We offer a range of benefits designed to support your lifestyle whilst working for Sureserve and outside of work, some of these include:

• Competitive salary

• Contributory Pension scheme

• Life assurance

• 28 days annual leave inclusive of bank holidays, rising 1 per year of service to a max of 33 days

• Enhanced maternity, paternity, adoption leave, and other family friendly policies such as carer’s leave, neonatal leave, IVF, and assisted conception leave.

In addition, the role offers:

• Sureserve Benefits Hub, accessing over 1000’s retail discounts

• Virtual GP service, 24/7, 365 days, available for employees and your immediate family

• Employee assistance programme (EAP), available 24/7. 365 days, for employees and your immediate family

• Bike2Work scheme

• Home & Electronics – salary sacrifice purchase scheme

Sureserve is an equal opportunities employer, dedicated to nurturing a diverse and inclusive work environment. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status Reasonable adjustments

As part of our commitment to Inclusivity, we offer reasonable adjustments throughout the recruitment process for individuals who may require them. If you feel you need any adjustments, please contact [email protected]

Pre-employment checks

Successful applicants will be subject to eligibility checks with a 3rd party, including the right to work in the UK and DBS checks