Resident Liaison Officer

IAN WILLIAMS LIMITED; Cheltenham; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Profit sharing

Private mileage scheme

Fuel card

Employer pension contribution

Life Insurance

Counselling via Lighthouse Charity

Job summary

Ian Williams Ltd is recruiting a Resident Liaison Officer to support our Capital contract in Cheltenham and Stroud, focusing on communal and internal areas of residential properties. You will be the first point of contact for residents and site teams, ensuring clear communication about upcoming works, progress, and completion while building strong relationships and high customer satisfaction.

You'll be supported by Contract Managers and a Business Manager to help resolve issues promptly and

Qualifications

• Excellent communication and customer service skills.
• Experience as a Resident Liaison Officer/Tenant Liaison Officer and/or Social Value Officer preferred.
• Strong organisational skills with the ability to prioritise and resolve issues.
• Full UK driving licence is essential for the role.

Responsibilities

• Be the first point of contact for residents and site teams, communicating about works and progress.
• Maintain electronic records and update reports on customer satisfaction and progress.
• Proactively resolve problems and complaints with positive, clear communication.
• Ensure smooth workflow by liaising with contractors and internal teams.

Skills

Communication skills

Customer service

Driving licence

Liaison experience

IT skills (Word/Outlook)

Job description

We're recruiting a Resident Liaison Officer to join our established Capital (Planned Works/Refurbishment) Division in Cheltenham, working on contracts with our clients in Cheltenham and Stroud. This role is integral to maintaining Ian Williams's strong community partnerships and positive relationships with customers, clients, and external organisations.

If you are passionate about making a difference in the community, thriving on building strong relationships and improving the lives and surroundings we work in, we want to hear from you!

£35,494.00 inclusive of car allowance

Benefits include:

• Be part of the company profit share scheme (9% of base salary achieved last year)
• Private mileage scheme and fuel card
• Employer pension contribution of up to 5%
• Life Insurance
• Free legal and financial advice, and counselling through the Lighthouse Construction Industry Charity.

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.

In addition to the above, you will also:

• 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 will you bring as a Resident Liaison Officer?

• 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. However, similar backgrounds with transferrable 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 of Resident Liaison Officer.

Additional Benefits include:

• 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.