Resident Liaison Officer

WATES; Croydon; On-site; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Private healthcare

Annual bonus

Training and development

Professional development support

Job summary

WATES is seeking a Resident Liaison Officer to join our Retrofit delivery team on a 6-month fixed-term contract. You will act as the primary link between residents and project staff across Croydon, Brent, Ealing and Kilburn, ensuring clear communication and support throughout retrofit works.

The role suits someone with previous experience in social housing resident engagement, strong stakeholder skills and the ability to quickly adapt to live programmes. A driving licence is required.

Qualifications

• Proven experience as a Resident Liaison Officer within social housing.
• Experience supporting SHF-funded retrofit programmes.
• Experience carrying out resident profiling and surveys.
• Strong administration and record-keeping abilities.

Responsibilities

• Act as the primary point of contact for residents throughout retrofit works.
• Build positive relationships with residents, clients and site teams.
• Carry out resident profiling activities and maintain accurate records.
• Conduct resident surveys and gather project-related information.
• Manage appointments and coordinate access requirements.
• Support vulnerable residents throughout the works programme.
• Handle resident enquiries, concerns and complaints professionally.
• Ensure residents receive clear and timely communication regarding upcoming works.
• Work closely with Site Managers and project teams to support programme delivery.
• Maintain accurate reports and resident engagement records.

Skills

Resident Liaison Officer experience

Communication & stakeholder management

Administration & record-keeping

Travel between sites

Education

Relevant housing, customer service or resident engagement qualifications

Job description

Resident Liaison Officer (Fixed-Term Contract) – Retrofit

About the Job

We are looking for a Resident Liaison Officer to join our Retrofit delivery team on a 6-month Fixed-Term Contract.

Working across Croydon, Brent, Ealing and Kilburn, you will act as the key point of contact between residents and operational teams, ensuring residents remain informed, supported and engaged throughout the delivery of social housing retrofit works.

This role is ideally suited to someone who has previous experience working as a Resident Liaison Officer within social housing and has supported SHF-funded retrofit programmes. Due to the nature of the project, we're seeking someone who can quickly familiarise themselves with programme requirements and confidently support residents throughout the delivery process.

Scope of the Role

• Act as the primary point of contact for residents throughout retrofit works.
• Build positive relationships with residents, clients and site teams.
• Carry out resident profiling activities and maintain accurate records.
• Conduct resident surveys and gather project-related information.
• Manage appointments and coordinate access requirements.
• Support vulnerable residents throughout the works programme.
• Handle resident enquiries, concerns and complaints professionally.
• Ensure residents receive clear and timely communication regarding upcoming works.
• Work closely with Site Managers and project teams to support programme delivery.
• Maintain accurate reports and resident engagement records.

About You – Knowledge & Experience

• Proven experience working as a Resident Liaison Officer within social housing.
• Previous experience supporting SHF-funded retrofit programmes.
• Experience carrying out resident profiling and surveys.
• Understanding of the resident journey within retrofit projects.
• Strong communication and stakeholder management skills.
• Experience handling resident concerns and resolving issues effectively.
• Strong administration and record-keeping abilities.
• Comfortable travelling between sites across Croydon, Brent, Ealing and Kilburn.
• Able to quickly integrate into a live programme and effectively support residents from the outset.

Qualifications

• Full UK Driving Licence.
• Relevant housing, customer service or resident engagement qualifications would be advantageous.

What We Offer

• Private healthcare.
• Annual bonus.
• Ongoing training and development opportunities.
• Support towards further professional development where applicable

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

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]