Resident Liaison Officer

Wates; Carlisle; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading construction firm based in Carlisle seeks a dedicated Resident Liaison Officer to ensure effective communication between residents and project teams throughout retrofit projects. The ideal candidate will possess strong communication skills, a proactive approach, and the ability to manage tenant queries and concerns effectively. This full-time position offers opportunities for growth and emphasizes the importance of cultural awareness to support diverse tenant needs.

Qualifications

• Proficient in IT applications including Excel, Word, and Outlook.
• Ability to maintain clear and honest communication with residents.
• Strong organisational skills to manage various tasks and complaints.

Responsibilities

• Liaise with residents to arrange access and handle queries.
• Act as a point of contact for tenant concerns and complaints.
• Support site teams with compliance and Health & Safety checks.

Skills

Strong communication and listening skills

Confidence in dealing with complaints

Proactive and organised approach

Cultural awareness and empathy

IT proficiency (Excel, Word, Outlook)

Bilingual skills

Tools

IT Skills

Job description

Resident Liaison Officer – Retrofit Projects (Carlisle)

Location: Carlisle

Business Unit: WPS

Contract Type: Full-time, Permanent

Are you passionate about making a difference in people’s lives and communities? Do you thrive on building trust, solving problems, and ensuring smooth communication between residents and project teams? If so, we want you on our team!

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.

To learn more about the checks included in this process, please click on the following link: National Security Vetting

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