Resident Liaison Officer

Wates Property Services is looking for an enthusiastic and customer-focused Resident Liaison Officer (RLO) to join our planned works team in Tamworth.

This is an exciting opportunity to play a key role in delivering improvement works to residents' homes while ensuring an exceptional customer experience throughout the project lifecycle. Acting as the bridge between residents and site teams, you will help ensure works are delivered smoothly, safely, and with minimal disruption.

The Role

As Resident Liaison Officer, you will be the primary point of contact for residents across a range of social housing planned maintenance projects. You will build positive relationships, manage resident expectations, and ensure customers remain informed and supported from start to finish.

Typical programmes may include:

• Kitchen and bathroom replacements
• Window and door installations
• Roofing and external works
• Energy efficiency improvements
• Internal and external refurbishment projects

Key Responsibilities

• Act as the main point of contact for residents throughout planned works programmes.
• Arrange and attend resident consultation meetings and property visits.
• Provide clear communication regarding planned works, programme updates and access requirements.
• Manage resident enquiries, concerns and complaints, ensuring prompt resolution.
• Work closely with Site Managers, Project Managers and subcontractors to minimise disruption to residents.
• Support vulnerable residents and ensure individual needs are considered throughout delivery.
• Monitor and report customer satisfaction levels.
• Maintain accurate records and project documentation.
• Support the achievement of social value and community engagement objectives.

About You

Essential

• Previous experience as a Resident Liaison Officer within social housing, planned works, repairs or construction.
• Excellent customer service and communication skills.
• Ability to build trust and positive relationships with residents and stakeholders.
• Experience dealing with customer concerns and complaint resolution.
• Strong organisational and administrative skills.
• Good IT skills, including Microsoft Office.
• Full UK driving licence.

Desirable

• Experience working on social housing planned maintenance contracts.
• Knowledge of Decent Homes, retrofit or energy efficiency programmes.
• Understanding of construction processes and site operations.

What We Offer

• Competitive salary
• Car allowance 
• 26 days annual leave plus bank holidays
• Birthday leave
• Pension scheme
• Annual bonus and profit share opportunities
• Employee benefits platform
• Ongoing training and development
• Career progression opportunities within a leading property services business

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