Sureserve

Sureserve mission is to be the trusted partner of choice to the social housing and related public sector in delivering essential and affordable heating, energy savings, and compliance solutions.

We are playing a key and progressive role in decarbonisation, always delivering for customers, employees, residents and the environment with safety, integrity and respect at the forefront of everything we do.

We provide trusted high-quality solutions that focus on energy efficiency, warm, safe, and compliant homes, and an improved quality of life for residents.

With a Nationwide reach, regional and local relationships and expertise, and commitment to excellent client service we are set up to be a trusted partner for now and the future.

Sureserve Compliance Central

We are a national company offering market leading heating & hot water solutions from a network of regional offices across the East of England and the Midlands, strategically positioned to ensure comprehensive coverage and uncompromised access to our clients

We are seeking a dedicated and skilled Resident Liaison Assistant Officer to join our Quality team.

Are you passionate about delivering excellent customer service and helping resolve issues in a calm, professional way? We're looking for a Resident Liaison Assistant to join our Quality team and support the effective management of customer complaints and feedback.

In this role, you’ll gather accurate information, coordinate appointments, liaise with customers and colleagues, and help ensure issues are resolved efficiently and with care. You’ll play a key part in maintaining our service quality and supporting continuous improvement across the business.

What you’ll be doing

• Supporting the SHEQ Complaints Officer in managing and resolving customer complaints.

• Speaking with customers and colleagues to gather accurate information.

• Logging data clearly and accurately in our digital systems.

• Preparing written reports and recommending remedial actions.

• Coordinating appointments and communicating updates to customers.

• Helping monitor tenant satisfaction and identifying opportunities to improve service.

What we’re looking for

• Strong communication skills and a calm approach in challenging conversations.

• Experience in customer service, administration, or coordination.

• Good attention to detail and confidence using digital systems.

• A team player with a proactive, positive attitude.

Experience in social housing or complaints handling is an advantage but not essential — full training will be provided.

Working hours are: Monday to Friday 8am till 5pm with 1 hour for lunch, ideally based from our local Stowmarket branch & hybrid working.

Why join us?

• Meaningful, customer-focused role with real impact.

• Supportive team culture with opportunities to develop.

• Commitment to equality, diversity and inclusion.

• A workplace where your wellbeing matters.

What We Offer

• Employee wellbeing programme, occupational health support, telephone support- counselling for staff

• Service level awarded annual leave

• Technical training and certifications relevant to the role.

• Enhanced Maternity & Paternity Packages

• Dental & Healthcare cash plan

• Cycle to Work Scheme

• Electric Vehicle Leasing Scheme

• Gender & Equality Working Group

• Sureserve Academy- a platform for development, career progression

• Employee Voice Programme

• Social activities for all of our teams

• Sureserve Legends- celebrating the fantastic ways in which our employees live our values.

Sureserve is committed to creating a diverse and inclusive workplace. We celebrate individual differences and believe that they contribute to our collective success. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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 scc-hr@sureserve.co.uk

Successful applicants will be subject to eligibility checks including the right to work in the UK and DBS checks.

Join us in our mission to deliver excellence across the UK.