Resident Liaison & Access Specialist

Liberty Group; Birmingham; On-site; GBP 26,000 - 32,000; Full time

Job summary

Liberty Property Services in Birmingham is seeking a proactive Tenant Liaison Officer to join our team. You will be the main link between residents, service delivery teams and housing staff, ensuring access for servicing and compliance work with minimal disruption.

You''ll build trust with tenants, manage engagements, and provide a high standard of customer care across every interaction. A full UK driving licence and strong communication skills are essential.

Qualifications

• Experience in a customer-facing role.
• Strong customer service and communication skills.
• Ability to handle challenging situations calmly and professionally.
• Experience using Microsoft Office (Outlook/Word/Excel).
• Strong organisational skills and workload management.

Responsibilities

• Build positive relationships with tenants, neighbours, housing officers and client representatives.
• Manage customer engagement and communication throughout servicing and compliance work.
• Deliver and attend legal appointment letters/visits when required.
• Visit properties to gain access for servicing.
• Conduct door-to-door engagement and communicate compliance deadlines.
• Support vulnerable customers and understand individual needs and communicate them appropriately.
• Resolve customer concerns professionally to reduce complaints and improve satisfaction.
• Collaborate with scheduling teams to improve access rates and contractual performance.
• Maintain accurate customer records and update systems using handheld devices and company software.
• Attend client and site meetings as required.
• Support continuous improvement initiatives in engagement and access processes.

Skills

Customer service

Communication

Problem solving

Microsoft Office

Organisation

Driving licence

Education

NVQ Level 2 in customer care

Tools

Microsoft Office

Job description

Liberty Property Services in Birmingham is seeking a proactive Tenant Liaison Officer to join our team. You will be the main link between residents, service delivery teams and housing staff, ensuring access for servicing and compliance work with minimal disruption.

You''ll build trust with tenants, manage engagements, and provide a high standard of customer care across every interaction. A full UK driving licence and strong communication skills are essential.