Resident Experience Liaison

WPS; Cambridge; On-site; GBP 28,000 - 34,000; Full time

Job summary

Wates Property Services is seeking a proactive Resident Liaison Officer to support a major planned maintenance contract for a social housing client in Cambridge. You will coordinate with residents, site teams and subcontractors to ensure smooth delivery and outstanding customer service.

Key duties include informing residents about works, arranging meetings, handling queries and maintaining records. You will liaise with client stakeholders and support vulnerable residents while helping achieve

Qualifications

• Experience in resident liaison or customer-facing roles.
• Strong organisational ability to manage multiple priorities.
• Excellent communication and customer service skills.
• Proficient with MS Office (Excel, Word, Outlook).
• Able to work collaboratively with site teams, residents and clients.

Responsibilities

• Act as main point of contact for residents on planned maintenance projects and keep them informed of works and disruptions.
• Arrange and attend resident meetings, property visits and consultation events.
• Manage resident queries, concerns and access requirements, resolving issues promptly.
• Maintain accurate records of resident communications and project updates.
• Work with Site Managers, Contracts Managers and client representatives to support smooth delivery, and assist vulnerable residents.
• Monitor resident satisfaction and contribute to achieving client KPIs and high customer service standards.

Skills

Organisational skills

Communication

Customer service

Multi-tasking

Team collaboration

Tools

Microsoft Office

Job description

Wates Property Services is seeking a proactive Resident Liaison Officer to support a major planned maintenance contract for a social housing client in Cambridge. You will coordinate with residents, site teams and subcontractors to ensure smooth delivery and outstanding customer service.

Key duties include informing residents about works, arranging meetings, handling queries and maintaining records. You will liaise with client stakeholders and support vulnerable residents while helping achieve