Resident Liaison Officer

Ian Williams Ltd; Bristol; On-site; GBP 80,000 - 100,000; Full time

Job summary

A property services contractor in Bristol is seeking a Resident Liaison Officer to enhance communication between residents and site teams during renovation works. This role involves maintaining relationships, updating satisfaction reports, and proactively resolving issues. Ideal candidates will have strong communication skills and a background in customer service, with the ability to manage multiple tasks efficiently. The position offers a range of benefits, including a profit share scheme, pension contributions, and training opportunities.

Benefits

Profit share scheme

Private mileage scheme

Employer pension contribution

Annual leave flexibility

Access to health and wellbeing support

Enhanced maternity/paternity pay

Training and development opportunities

Trade discounts

Specsavers vouchers

Qualifications

• Experience as a Resident Liaison Officer or similar is preferred.
• Ability to maintain excellent relationships with residents.
• Proactively resolve issues and complaints.

Responsibilities

• Maintain relationships with residents through various forms of communication.
• Keep electronic records up to date related to customer satisfaction.
• Consult positively with all parties to resolve any issues.

Skills

Excellent communication and customer service skills

Experience as a Resident Liaison Officer

Strong organisational skills

Excellent IT skills including Microsoft (Word and Outlook)

Full UK driving licence

Job description

Benefits

• Be part of the company profit share scheme (14% of base salary achieved last year)
• Private mileage scheme and fuel card
• Employer pension contribution of up to 5%
• Annual leave, buy up to 5 days or sell up to 3 days per year
• Life Insurance
• Access to the Lighthouse Construction Industry Charity to support health and wellbeing, including free legal and financial advice

Resident Liaison Officer Role

As a Resident Liaison Officer, you'll support the successful delivery of our Capital contract, working within the communal and internal areas of residential properties. You'll be the first point of contact for residents and our directly employed site teams/contractors and be a crucial part of the team responsible for communicating internally and externally about upcoming renovation works, the progress, and its completion. An operational team of Contract Managers and a Business Manager will support you.

Key Responsibilities

• Be proactive in maintaining excellent relationships with residents via letters, face‑to‑face visits, events, and telephone calls to enable customer satisfaction and a smooth uninterrupted workflow.
• Maintain electronic records appropriately, producing and updating reports detailing customer satisfaction and progress levels for the contract.
• Proactively resolve problems and complaints regarding the works, consulting with all parties involved positively and honestly, always bearing in mind the contract deliverables.

What you will bring

• Excellent communication and customer service skills with the ability to be open, honest, and firm where appropriate.
• Experience as a Resident Liaison Officer/Tenant Liaison Officer and/or Social Value Officer for a property services contractor or similar is preferred. Similar backgrounds with transferable customer service skills will be considered.
• Strong organisational skills with the ability to prioritise and react quickly to issues as they arise whilst seeing them through to completion and resolution.
• Excellent IT skills including Microsoft (Word and Outlook).
• A full UK driving licence which is essential to undertake the role.

Additional Benefits

• Enhanced maternity/paternity pay
• Training and development opportunities
• Trade discounts from our preferred suppliers for you and your friends and family
• Specsavers vouchers
• For information on all other additional benefits, please visit our website.

About Ian Williams Ltd

Discover more, not just from our website but through our Facebook, LinkedIn, Indeed and Glassdoor pages. We reserve the right to shortlist prior to the closing date based on application volumes.

Ian Williams is committed to creating a diverse environment and is proud to be an equal opportunity employer. Diversity is more than a commitment at Ian Williams—it is the foundation of what we do. We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, and all other characteristics that make us different.

Ian Williams Ltd will use applicants’ details for recruitment purposes only. For more information, please read our Candidate Privacy Notice located at our website.

We are delighted to have strong relationships with our preferred agencies, therefore we politely request no agencies engage with us in regards to this position.