Resident Liaison Officer

Ian Williams Ltd; Chorley; On-site; GBP 30,000 - 41,000; Full time

Benefits offered by this job

Profit share

Mileage allowance

Pension

Life Insurance

Counselling services

Job summary

Ian Williams Ltd is seeking a Resident Liaison Officer for the North West, covering Greater Manchester and Lancashire. You will act as the first point of contact for residents and site teams, facilitating communication about upcoming works, progress, and completion.

The role focuses on building and maintaining strong relationships with residents and external organisations, ensuring smooth workflows and high customer satisfaction. A driving licence is essential.

Qualifications

• Excellent communication and customer service skills, 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; kitchen/bathroom replacement experience beneficial.

Responsibilities

• Be proactive in maintaining excellent relationships with residents via letters, face-to-face visits, events, and calls to ensure customer satisfaction and smooth workflow.
• Maintain electronic records, producing and updating reports detailing customer satisfaction and progress for the contract.
• Proactively resolve problems and complaints regarding the works, consulting with all parties involved positively and honestly.

Skills

Communication

Customer service

RLO experience

IT skills (Word, Outlook)

Organisational skills

Driving licence

Tools

MS Word

Outlook

Job description

We’re recruiting a Resident Liaison Officer to join our growing Capital (Planned Works/Refurbishment) Division in the North West, working on contracts with our clients in Greater Manchester and Lancashire.

This role is key 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. And experience dealing with kitchen and bathroom replacements would be beneficial - 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.