Resident Liaison Officer

Location: Paisley, Renfrewshire, Scotland

Salary: £37,000

Duration: 12-Month Fixed Term Contract (potential to be extended)

Working Hours: Full-Time, Monday to Friday (flexibility to work evenings or weekends as required)

Are you a people person with a talent for problem-solving and a passion for making a real difference? If so, we’d love to hear from you.

About Kensa

The UK’s heating system is outdated, costing both people and the planet too much. At Kensa, we’ve been leading the charge since 1999, manufacturing and installing affordable, green heating solutions with minimal impact on the electricity grid. We’re responsible for over half the ground source heat pumps installed in the UK.

Our networked heat pumps are the cheapest, cleanest way to heat and cool millions of homes and businesses, and even entire towns. By 2040, up to 8,000 homes a week could be connecting to these heat networks, eliminating 17Mt of CO2 a year, equivalent to that of over half of all UK flights. In leading the networked heat pump sector, Kensa will expand to install 50,000 heat pumps a year and employ 1,500. It’s time to leave high bills and emissions behind.

We’re making heating better - for people, for the planet, and for the future.

About The Role

As a Resident Liaison Officer, you’ll be the face of Kensa on one of our most exciting and socially impactful projects to date. This innovative retrofit project will deliver cleaner, more efficient heating to hundreds of homes, helping residents reduce their bills while cutting carbon emissions.

You’ll support residents through each stage of the project: from drilling boreholes outside, to installing new heat pumps and radiators inside their homes. Through consistent communication and compassionate engagement, you’ll make sure residents feel heard, informed, and supported throughout the process.

This is a dynamic and fast-paced role where you’ll need to think on your feet, remain calm under pressure, and balance the needs of multiple stakeholders. In return, you’ll join a dedicated and supportive team offering training, encouragement, and opportunities to truly make the role your own.

Key Responsibilities

• Build trust and strong, positive relationships with residents, providing a clear, friendly, and accessible point of contact throughout the project lifecycle.
• Coordinate and attend resident meetings, drop-in sessions, and consultations to provide advice, answer questions, and ensure an inclusive process.
• Communicate project updates, timelines, and key information in a timely and accessible manner using a range of channels, ensuring residents are informed and engaged.
• Act as an advocate for residents’ interests, capturing concerns, feedback, or issues, and proactively resolving or escalating these within the project team.
• Coordinate access arrangements, surveys, and appointments, making sure residents experience minimal disruption.
• Support the delivery and follow-up of customer satisfaction surveys and engagement activities, continuously improving the resident journey.
• To work collaboratively with the project management team
• Champion accessibility and inclusion, ensuring engagement activities reach all residents, including those requiring additional support or adjustments.
  
  

Skills, Attributes And Previous Experience

• Demonstrable experience in resident liaison, customer service, community engagement, or similar people-focused roles.
• Experience of working within a social housing environment desirable
• Outstanding communication, listening, and empathy skills, with the ability to build trust with people from diverse backgrounds.
• Confident at handling sensitive issues, facilitating dialogue, and resolving concerns proactively and respectfully.
• Strong organisational skills, able to plan and deliver on-site meetings, coordinate multiple activities, and manage competing priorities.
• Proactive, solutions-focused approach with genuine care for excellent resident experiences.
• Comfortable with IT (email, meeting platforms, databases) and able to quickly learn project-specific systems.
• A flexible approach to occasional evening or weekend activities to support resident needs.
• Passion for sustainability, social impact, and making a difference within the community.
• Must hold (or be willing to obtain) a current Disclosure Scotland (DS) check.
  
  

How will Kensa support you?

At Kensa, Our People Are Our Greatest Strength. We’re Committed To Creating a Supportive, Inclusive, And Rewarding Environment Where You Can Grow, Thrive, And Make a Real Impact. Here’s What You Can Expect

• Career Development: Tailored learning opportunities including internal and external training, professional development, and support for industry-recognised qualifications.
• Wellbeing Support: Free 24/7 access to a confidential Employee Assistance Programme for you and your immediate family.
• Generous Holiday Allowance: 25 days’ annual leave (plus bank holidays), increasing to 30 days after five years’ service.
• Pension Scheme: Company pension with employer contributions to help you plan for the future.
• Cycle to Work Scheme: Stay active and reduce your carbon footprint with our green travel initiative.
• Collaborative Culture: Be part of a purpose-driven team passionate about sustainability, innovation, and creating change.
• Innovation & Growth: Bring your ideas to life in a dynamic environment where challenge and opportunity go hand in hand.
  
  

Ready to Apply?

If you’re excited about shaping the clean energy future and want to play a key role in one of the UKs most impactful retrofit projects, we’d love to hear from you.

Apply today and help us deliver a fairer, greener future – home by home.