Resident Liaison Officer

WATES; Dartford; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading property maintenance company is seeking a Resident Liaison Officer in Dartford. The successful candidate will be responsible for managing the liaison service across retrofit projects, ensuring excellent customer service, and handling tenant complaints. Ideal candidates will have proven experience in similar roles, excellent communication skills, and a full UK driving license. This role promises impactful engagement with the community and offers a competitive salary.

Qualifications

• Proven experience as a Resident Liaison Officer, specifically within retrofit and planned maintenance.
• Strong knowledge of internal and external works related to retrofit projects.
• Full UK Driving Licence with access to a vehicle.

Responsibilities

• Set up, manage, and deliver the Tenant/Customer/Resident Liaison Service across multiple retrofit sites.
• Attend regular client and tenant meetings to ensure high customer service.
• Manage the resolution process for tenant complaints.

Skills

Customer service skills

Communication skills

IT skills

Job description

Resident Liaison Officer – WPS

Location: Dartford
Division: Planned Maintenance
Salary: Competitive

We have an exciting opportunity for a Resident Liaison Officer to join our team at WPS, working within our Planned Maintenance division. You’ll cover the Dartford area, supporting residents on Social Housing Decarbonisation Fund retrofit projects, which include:

• Scaffolding
• Window & Curtain Wall Replacements
• Brickwork & Concrete Repair
• External Wall Insulation (EWI)
• …and more!

Key Responsibilities

• Set up, manage, and deliver the Tenant/Customer/Resident Liaison Service across multiple retrofit sites.
• Attend regular client and tenant meetings to ensure the highest level of customer service.
• Ensure a consistent and professional approach to customer care throughout retrofit works.
• Act as a point of escalation for tenant complaints and manage the resolution process.
• Maintain and update the on-site database to reflect ongoing retrofit activities.

Requirements

• Proven experience as a Resident Liaison Officer, specifically within retrofit and planned maintenance programmes.
• Strong knowledge of internal and external works related to retrofit projects.
• Excellent communication, customer service, and IT skills.
• Full UK Driving Licence with access to a vehicle.

What We’re Looking For

A confident and empathetic communicator who thrives in a resident-facing role. You’ll be organized, proactive, and passionate about delivering excellent service throughout retrofit and maintenance projects.

Ready to make a real impact in your community?

Apply now and join a team that values care, quality, and collaboration! 🚀

Given the nature of this position, you will need to undergo a Standard 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.

Work for Wates

Wates is one of the UK’s leading family-owned development, building and property maintenance companies. Founded over 125 years ago, we have a proud legacy in the built environment.

We are driven by our purpose, ‘reimagining places for people to thrive’ and our three promises:

• Thriving places – working with customers, partners and communities to create places that are more sustainable, inclusive, and full of opportunity.
• Thriving planet – protecting nature and taking action on climate change by collaborating and innovating with our partners.
• Thriving people – creating opportunities and relationships so that everyone who works for and with us feels included, invested in and treated with care.

We are proud to be recognised as Gold Investors in People and as a Disability Confident employer. We also ensure that our recruitment processes do not treat anyone less favourably due to an offending background.