Resident Liaison Officer

Wates Group; Carlisle; On-site; GBP 25,000 - 35,000; Full time

Job summary

A construction and retrofit solutions company is seeking a Resident Liaison Officer in Carlisle to be the key point of contact for tenants during exciting retrofit projects. The role requires strong communication skills, confidence in handling complaints, and the ability to support diverse tenant needs. You will ensure tenants are informed and satisfied with the improvements. A full UK Driving Licence is essential, and a proactive approach is highly valued. Join a supportive team committed to improving homes and lives.

Qualifications

• Asbestos Awareness is desirable.
• Must have a full UK Driving Licence.
• Bilingual skills are a bonus.

Responsibilities

• Liaise daily with residents and leaseholders.
• Act as first point of contact for tenant queries.
• Ensure all communications are clear and empathetic.
• Support site teams with Health & Safety compliance.
• Maintain accurate records of inspections and complaints.
• Help resolve disputes and damage claims.
• Carry out audits and site safety checks.
• Ensure compliance with regulations.

Skills

Strong communication and listening skills

Confidence dealing with complaints and resolving issues

Proactive, supportive, and organised approach

Cultural awareness and empathy for diverse tenant needs

IT proficiency (Excel, Word, Outlook)

Bilingual skills

Tools

Excel

Word

Outlook

Job description

The Vacancy

🏘️Resident Liaison Officer – Retrofit Projects (Carlisle)

📄 Contract Type : Full-time, Permanent

WPS is delivering a series of exciting retrofit projects across Carlisle, and we’re looking for a dedicated Resident Liaison Officer to be the friendly face and reliable point of contact for tenants throughout the works. Your role will be key in ensuring tenants are informed, supported, and satisfied throughout the delivery of these improvements.

What You’ll Be Doing

• Liaising daily with residents and leaseholders to arrange access, surveys, and appointments
• Acting as the first point of contact for tenant queries, concerns, and complaints
• Ensuring all communications are honest, clear, and empathetic
• Supporting site teams with Health & Safety checks and compliance
• Maintaining accurate records of inspections, complaints, and meeting actions
• Collaborating with subcontractors, surveyors, project managers, and clients to ensure works meet specifications and resident expectations
• Helping resolve disputes and damage claims professionally
• Carrying out audits and site safety checks
• Ensuring the business remains compliant with OF and Health & Safety regulations

What You’ll Bring

• Strong communication and listening skills
• Confidence dealing with complaints and resolving issues
• A proactive, supportive, and organised approach
• Cultural awareness and empathy for diverse tenant needs
• IT proficiency (Excel, Word, Outlook)
• Asbestos Awareness (desirable)
• Full UK Driving Licence (essential)
• Bilingual skills (a bonus!)

Why Join WPS?

At WPS, we’re committed to improving homes and lives through sustainable retrofit solutions. You’ll be part of a supportive team that values your contribution and offers opportunities for growth and development.

Given the nature of this position, you will need to undergo a Basic Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant's criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks.

If successful one of the Recruitment Team will then be in contact to discuss the role in more detail and advise of next steps.