Resident liaison officer

WPS have an opportunity for a Resident Liaison Officer (RLO) to join our Responsive Maintenance team, supporting social housing properties across the Barnsley area.

As an RLO, you'll be the main point of contact for residents, ensuring they are kept informed, supported, and reassured throughout repair works. This is a customer-focused role where communication, empathy, and organisation are key to delivering a positive resident experience while minimising disruption.

Key Responsibilities

• Act as the primary liaison between residents and the operational team, ensuring clear and timely communication
• Keep residents informed of works, appointments, and any changes
• Arrange and coordinate property access to support delivery of repairs
• Handle queries, concerns, and complaints professionally and sensitively
• Build positive relationships with residents, including those who may need additional support
• Maintain accurate records of all resident interactions and updates
• Work closely with site teams to ensure works are delivered efficiently and to a high standard
• Identify and escalate any recurring issues or trends

What We're Looking For

Essential:

• Full UK driving licence (role involves travel across Barnsley)
• Strong customer service background (e.g. housing, repairs, customer care, retail, contact centre, hospitality)
• Excellent communication skills with the ability to handle difficult or sensitive conversations
• Highly organised with strong attention to detail
• Ability to work independently and as part of a wider team

Desirable:

• Experience within social housing or maintenance environments
• Previous experience as a Resident Liaison Officer or similar role

What You'll Bring

• A people-first approach with a genuine desire to support residents
• A calm, professional manner when dealing with challenges
• Strong problem-solving skills and the ability to prioritise workloads
• A commitment to delivering excellent customer service

Given the nature of this position, you will need to undergo a Basic Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant's criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks. 

To learn more about the checks included in this process, please click on the following link: National Security Vetting