Resident Liaison Officer

Wates Smartspace; Dartford; Sur place; GBP 26 000 - 32 000; Plein temps

Avantages offerts par ce poste

Car allowance

Salary package discussed at screening

Résumé du poste

Wates Smartspace is seeking an experienced Resident Liaison Officer on a 6-month fixed-term contract for a planned maintenance project in the Dartford area. You will act as the key link between residents, site teams and project stakeholders, ensuring clear communication and a positive resident experience.

You will build relationships, inform residents of timelines and access needs, conduct consultations, and support vulnerable residents while maintaining accurate records and coordinating with

Qualifications

• Previous experience as a Resident Liaison Officer or similar in housing or planned maintenance.
• Strong communication and interpersonal skills with residents from diverse backgrounds.
• Experience handling customer complaints and resolving issues promptly.
• Understanding of social housing and refurbishment programmes.
• Excellent organisation and attention to detail.

Responsabilités

• Act as main contact for residents before, during, and after planned works.
• Maintain positive relationships with tenants, client representatives, and site teams.
• Inform residents about timelines, access, and schedule changes.
• Conduct resident consultations and satisfaction surveys.
• Manage resident concerns and enquiries in a professional manner.
• Support vulnerable residents by identifying needs and coordinating assistance.
• Record resident interactions and project communications accurately.
• Assist in organising resident meetings and community sessions.
• Monitor resident satisfaction and provide feedback for improvement.

Connaissances

Communication

Interpersonal

Customer Service

Housing Knowledge

Organisational Skills

MS Office

Driving Licence

Outils

MS Office

Description du poste

About the Role

WPS is seeking an experienced and customer-focused Resident Liaison Officer (RLO) to join our team on a planned maintenance project. Working closely with the Site Manager and Operational Team, you will act as the key link between residents, site teams, and project stakeholders, ensuring clear communication throughout the duration of the works.

This is a vital role where you will help deliver an excellent resident experience, minimise disruption, and maintain positive relationships within the communities we work in.

This will be a Fixed-Term contract for a 6 month period.

Key Responsibilities

• Act as the main point of contact for residents before, during, and after planned maintenance works.
• Build and maintain positive relationships with tenants, leaseholders, client representatives, and site teams.
• Keep residents fully informed of project timelines, upcoming works, access requirements, and any changes to schedules.
• Conduct resident consultations, property visits, and satisfaction surveys.
• Manage and resolve resident concerns, complaints, and enquiries in a professional and timely manner.
• Support vulnerable residents by identifying individual needs and coordinating appropriate assistance.
• Work closely with the Site Manager and operational teams to ensure resident issues are communicated and addressed effectively.
• Maintain accurate records of resident interactions, access arrangements, and project communications.
• Assist in organising resident meetings, drop-in sessions, and community engagement events.
• Monitor resident satisfaction and provide feedback to the project team to support continuous improvement.

What We're Looking For

• Previous experience as a Resident Liaison Officer, Tenant Liaison Officer, Customer Liaison Officer, or similar customer-facing role within housing, construction, or planned maintenance environments.
• Strong communication and interpersonal skills with the ability to engage confidently with residents from diverse backgrounds.
• Experience handling customer complaints and resolving issues effectively.
• Understanding of social housing, planned maintenance, refurbishment, or property improvement programmes.
• Excellent organisational skills and attention to detail.
• Ability to work collaboratively with site and operational teams in a fast-paced environment.
• Proficient in Microsoft Office and maintaining accurate records.
• Full UK Driving Licence (Essential). / Access to own vehicle would be advantageous

What We Offer

• Salary, car allowance and further package to be discussed during screening
• Opportunity to work on long-term planned maintenance projects.
• Career development and progression opportunities.

Our commitments:

WPS is proud to be an employer where anyone can thrive, and we welcome applications from candidates of all backgrounds. We encourage you to apply even if you don't meet every requirement, as we value transferable skills and assess all applications fairly.

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]