Resident Liaison Manager

Fawkes & Reece Group; East Midlands; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Competitive salary up to £45k

Benefits based on experience

Job summary

Fawkes & Reece Group is recruiting a Customer Care/Resident Liaison Manager for the East Midlands. You will oversee a team of Resident Liaison Officers, ensuring first-class service delivery across schemes and liaising with clients and housing partners.

You will drive customer experience improvements, coordinate resource planning, and support the region's customer strategy, while upholding health and safety standards and promoting social value activities.

Qualifications

• Relevant experience in customer service management at a leadership level.
• Evidence of ongoing professional development.
• Experience with customer systems and feedback platforms.
• Strong interpersonal and influencing skills.
• Ability to plan, prioritise and meet tight deadlines.

Responsibilities

• Lead and support a team of Resident Liaison Officers to deliver high-quality customer service.
• Manage the daily operations of the regional Customer Experience Team and coordinate workload.
• Resource planning to ensure appropriate staffing and responsiveness to demand.
• Support the region with customer strategy delivery and feedback collection.
• Arrange and participate in meetings with clients and customers, ensuring policy compliance.
• Escalate and resolve customer complaints promptly while maintaining service standards.
• Support social value commitments and community engagement activities.
• Promote health and safety in daily operations and lone-working policies.

Skills

Customer service management

Stakeholder management

Interpersonal skills

Organisational skills

Problem solving

Team leadership

Communication

Tools

MS Office Suite

Job description

Reference: VAC-3362872d_1794233062
Posted: November 9, 2026

A well established and award winning Tier 1 Social Housing Contractor are looking to recruit a Customer Care/Resident Liaison Manager to join them on a permanent basis, responsible for a team of Resident Liaison Officers who work on schemes across the East Midlands.

The company are leaders within their field and work within the Social Housing sector, providing retrofit and decarbonisation services to tenanted Social Housing properties. The company have an established client base of Local Authorities and Housing Associations and have a healthy pipeline of future works.

This is a great opportunity to join a reputable, award winning contractor whose staff share the same ethos of working together to achieve great results, who are growing whilst also keeping their family feel and down to earth nature.

This role focuses on managing day-to-day customer service operations, ensuring a seamless and positive experience for customers at every touchpoint.

Duties:

• Lead and support a team of Resident Liaison Officers, providing clear direction, coaching, and performance management to ensure a high standard of customer service delivery.
• Manage the daily operations of the regional Customer Experience Team, ensuring that all customer interactions and operational logistics are handled efficiently and effectively and in line with the requirements of the housing sector.
• Responsible for resource planning across the team, ensuring appropriate staffing levels, effective allocation of work, and the ability to respond to changing demand and priorities.
• To support the region in all customer-related activities, including the operational delivery of the Group's Customer Strategy and customer feedback.
• Liaise with Team to ensure that all customer-related tasks are completed promptly and efficiently.
• Support the Customer Experience Business Partner in all customer related activities, including gathering performance metrics, and customer feedback.
• Arrange and attend both informal and formal meetings with clients and customers, ensuring that policies and procedures have been followed consistently. Encourage and maintain a high level of professionalism in all customer interactions.
• Provide support in terms of escalation in managing customer complaints, feedback, and inquiries. Ensure that all customer issues are addressed promptly and effectively, maintaining high standards of service and customer satisfaction
• Support regional social value commitments and community engagement activities including engaging with Social Value Colleagues, client stakeholders and communications teams.
• Ensure that health and safety issues within your area of responsibility are managed in accordance with the relevant sections of the Health and Safety Policy particularly lone working
• Promote a safe and healthy working environment for all employees.
• Experience & Skills
• Relevant experience in customer service, management, or equivalent.
• Evidence of ongoing professional development
• Proven experience working in a customer service environment at a managerial level or above.
• Experience with customer systems and feedback platforms.
• Strong interpersonal skills, including being able to influence
• Good organisational skills and ability to produce quality work to tight deadlines.
• Ability to network and form working relationships.
• Able to demonstrate problem-solving, analysis, reporting, and adaptability skills in a fast-paced environment.
• Team player - to ensure the implementation of joined-up services to the Group and ability to coach & support colleagues.
• Up-to-date knowledge of customer service practices, concepts, and themes including customer relations issues.
• Good interpersonal and influencing skills.
• Able to plan and prioritise, using own initiative to meet deadlines and customer expectations.
• IT literate, competent in the use of MS Office, including Word, Excel, Powerpoint and Outlook
• Evidence of ongoing professional development.
• Knowledge / experience of working with the social housing sector
• Working with a variety of stakeholders to develop and agree solutions

What's on offer?

• Competitive salary (up to £45k) and benefits based on experience.