The Sureserve Group of businesses provides market-leading compliance and energy services across the UK, with over 3,200 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.

• The role of our Resident Liaison Officer is to act as the main point of contact for our clients and be a customer contact for compliance, escalated queries, complaints, and complex issues. The role also involves daily administration/client reporting.
• Act as the main point of contact for escalated calls from Customer Service Agents
• Work closely with operations/managers and liaise with customers to ensure smooth resolution of any complex issues, maintaining regular contact to keep customers informed of progress.
• Act as a mediator to prevent issues being escalated and reduce the number of formal complaints being raised.
• Update and provide compliance & repair reports to client.
• Call customers to arrange appointments for follow up works
• Support the Customer Service Agents by providing feedback on common causes of complaints and work with the team leaders to support coaching and training needs
• Liaise with Contract Administrators to keep appraised of any issues likely to arise on individual contracts
• Assist the Complaints and Performance Officer in recording complaints and responding to complaints and requests for compensation, monitoring complaints to resolution while keeping customer up to date with progress.
• Adhere to and support K&T’s and their clients’ policies and procedures regarding data protection and equality and diversity
• Attend Contract meetings.
• All associated ad-hoc administrative duties.