Resident Liaison Officer

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

Working for Wates Property Services

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

About The Role

We are seeking an organised and proactive Resident Liaison Officer to support the delivery of a high-profile planned maintenance contract for one of our key social housing clients across Cambridge.

Working closely with residents, site teams, subcontractors and client stakeholders, you'll help ensure works are delivered smoothly while maintaining excellent customer service and administrative standards.

Main Duties

• Act as the main point of contact for residents throughout planned maintenance projects, keeping them informed of works, timescales, and any disruptions.
• Arrange and attend resident meetings, property visits, and consultation events to ensure excellent customer engagement.
• Manage resident queries, concerns, complaints, and access requirements, ensuring issues are resolved quickly and professionally.
• Maintain accurate records of resident communications, vulnerabilities, and project updates.
• Work closely with Site Managers, Contracts Managers, and client representatives to support smooth project delivery. Identify and support vulnerable residents, ensuring individual needs are considered throughout the works.
• Monitor resident satisfaction and assist in achieving client KPIs and customer service targets. Promote a positive company image by delivering a high standard of customer care at all times.

Essential Experience We're Seeking

• Previous experience as a resident liaison officer or within client facing customer service roles
• Strong organisational skills with the ability to manage multiple priorities simultaneously.
• Excellent communication and customer service skills.
• Strong IT skills, including Microsoft Office applications such as Excel, Word and Outlook.
• Ability to work collaboratively with operational teams, residents and client stakeholders.

Desirable

• Experience working within social housing, planned maintenance, construction or property services.
• Understanding of compliance documentation and contract administration processes.
• Full UK Driving Licence.

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]