Resident Liaison Officer

Here at Wates Property Services, we have an exciting opportunity for an experienced Resident Liaison Officer (RLO) to join our Planned Works team, supporting the delivery of social housing refurbishment and improvement programmes.

This is a customer-facing role at the heart of our projects, ensuring residents are informed, supported and engaged throughout works being carried out to their homes and communities. We are particularly keen to hear from candidates with experience working within social housing planned maintenance, with exposure to retrofit, decarbonisation or SHDF-funded schemes being highly desirable.

As the primary point of contact for residents, you'll play a vital role in maintaining excellent customer satisfaction, managing expectations and helping ensure projects are delivered safely, efficiently and with minimal disruption.

Key Responsibilities

• Act as the main point of contact between residents, client representatives and site teams.
• Build positive relationships with residents and community stakeholders.
• Carry out resident consultations, home visits and pre-start meetings.
• Keep residents informed throughout the lifecycle of planned works projects.
• Provide clear communication regarding programme dates, access requirements and any changes to schedules.
• Manage resident enquiries, concerns and complaints, ensuring prompt resolution.
• Support vulnerable residents and ensure individual needs are understood and accommodated.
• Work closely with Site Managers, Project Managers and operational teams to minimise disruption and enhance customer satisfaction.
• Coordinate access arrangements to ensure programmes are delivered to schedule.
• Maintain accurate records of resident engagement activities and project communications.
• Monitor customer satisfaction levels and identify opportunities for service improvement.

What We're Looking For

Essential

• Previous experience as a Resident Liaison Officer, Tenant Liaison Officer or Customer Liaison Officer within social housing.
• Experience supporting planned maintenance, refurbishment or improvement programmes.
• Excellent communication and interpersonal skills.
• Ability to manage difficult conversations with empathy and professionalism.
• Strong organisational and administrative skills.
• Experience handling complaints and resolving customer issues effectively.
• Confident engaging with residents from diverse backgrounds.
• Full UK Driving Licence.

Desirable

• Experience working on retrofit, decarbonisation, energy efficiency or SHDF programmes.
• Understanding of social housing maintenance and refurbishment programmes.
• Knowledge of resident satisfaction measures and customer service best practice.
• Experience working alongside contractors delivering planned works.

What You'll Bring

• A customer-first mindset.
• Excellent relationship-building skills.
• High levels of empathy and emotional intelligence.
• A proactive and organised approach to problem solving.
• The ability to work independently while collaborating effectively with operational teams.
• A genuine passion for improving customer experience within social housing.

Why Join Us?

At Wates Property Services, we're committed to creating thriving communities and improving homes for our customers. You'll join a supportive team delivering meaningful projects that make a real difference to residents' lives.