Resident Liaison Officer

Wates Smartspace; Basingstoke; On-site; GBP 28,000 - 36,000; Full time

Job summary

Wates Property Services is seeking a dedicated Resident Liaison Officer to support a high-profile planned maintenance programme in social housing. You will be the main contact for residents, maintaining clear, proactive communication and building strong relationships with residents, site teams and client stakeholders to ensure a quality customer experience.

Based around Basingstoke/Farnborough with a home office in Basingstoke, you will help manage resident expectations, coordinate consultations

Qualifications

• Previous experience in a Resident Liaison Officer, Tenant Liaison Officer, Customer Liaison or similar customer-facing role.
• Experience working within social housing, planned maintenance, construction or property services environments.
• Full UK Driving Licence and access to a vehicle, or willingness to utilise a vehicle rental solution through the car allowance until eligible for the salary sacrifice scheme.

Responsibilities

• Acting as the primary point of contact for residents throughout the duration of works.
• Building positive relationships with residents, client representatives and operational teams.
• Providing clear and timely communication regarding upcoming works, programme changes and project updates.
• Arranging and attending resident consultations, visits and community engagement events.
• Managing resident enquiries, concerns and complaints professionally and efficiently.
• Supporting vulnerable residents and ensuring individual needs are understood and accommodated where possible.
• Maintaining accurate records of resident interactions and project communications.
• Working closely with site teams to minimise disruption and ensure a positive customer experience.
• Promoting a positive culture focused on safety, quality and customer satisfaction.

Skills

Resident liaison experience

Customer-facing

Driving licence

Job description

Wates Property Services iscontinuing to grow following the successful mobilisation of major planned maintenance, retrofit and decarbonisation contracts across the UK.

As our portfolio of work expands, we're investing in talented people who want to make a genuine impact within local communities while building a long-term career with one of the UK's leading property services providers.

About theRole

We are seeking an experienced Resident Liaison Officer to support the delivery of a high-profile planned maintenance programme for one of our key social housing clients.

As the main point of contact for residents, you will play a vital role in ensuring customers are kept informed throughout the works programme. You will build strong relationships with residents, site teams and client stakeholders, helping to deliver an excellent customer experience while supporting the successful delivery of the contract.

Opportunity Snapshot

• Supporting the delivery of planned maintenance works within occupied social housing properties.
• Covering projects across Basingstoke and Farnborough, with a designated home office based in Basingstoke.
• Working on a contract valued at over £15 million.
• Acting as the key communication link between residents, operational teams and client stakeholders.
• Previous experience within social housing, resident liaison or customer-facing roles is highly desirable.
• Salary, bonus scheme, car allowance and wider benefits package will be discussed during the screening process.

Main Duties

• Acting as the primary point of contact for residents throughout the duration of works.
• Building positive relationships with residents, client representatives and operational teams.
• Providing clear and timely communication regarding upcoming works, programme changes and project updates.
• Arranging and attending resident consultations, visits and community engagement events.
• Managing resident enquiries, concerns and complaints professionally and efficiently.
• Supporting vulnerable residents and ensuring individual needs are understood and accommodated where possible.
• Maintaining accurate records of resident interactions and project communications.
• Working closely with site teams to minimise disruption and ensure a positive customer experience.
• Promoting a positive culture focused on safety, quality and customer satisfaction.

Experience We're Seeking

Essential

• Previous experience in a Resident Liaison Officer, Tenant Liaison Officer, Customer Liaison or similar customer-facing role.
• Experience working within social housing, planned maintenance, construction or property services environments.
• Full UK Driving Licence and access to a vehicle, or willingness to utilise a vehicle rental solution through the car allowance until eligible for the salary sacrifice scheme.

Desirable

• Experience working for a Tier 1 contractor.
• Experience supporting planned maintenance, retrofit or decarbonisation programmes.
• Understanding of social housing resident needs and community engagement best practice.

Our commitments:

WPS is proud to be an employer where anyone can thrive, and we welcome applications from candidates of all backgrounds.

We don't discriminate based on a criminal record; all applications are reviewed on an individual basis against the requirements of the role. Some roles may require additional checks, due to the nature of the work. As a Disability Confident Leader, we offer an interview to applicants with a disability who meet the minimum criteria for the role and opt in to the Disability Confident scheme. Reasonable adjustments are available, please contact us at [e-mail]