Resident Liaison Officer

Wates Group; Dartford; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Car allowance

Training & development

Team environment

Job summary

Wates Group in Dartford, Kent is seeking a Resident Liaison Officer to support retrofit projects in social housing. You will engage with residents, coordinate access, and ensure every step keeps residents at the heart of the programme.

The role requires strong communication, a full UK driving licence, and the ability to travel between sites. DBS checks apply, and the team offers training and a supportive environment.

Qualifications

• Full UK Driving Licence and willingness to travel between sites.
• Excellent communication and interpersonal skills.
• Strong customer service background.
• Empathy and professionalism in difficult conversations.
• Good organisational and administrative skills.
• Competent IT skills including Microsoft Office.
• Ability to work independently whilst managing multiple priorities.

Responsibilities

• Act as the main point of contact for residents throughout retrofit works.
• Build and maintain positive relationships with tenants, leaseholders and client representatives.
• Provide clear communication regarding planned works, schedules, access requirements and project updates.
• Arrange appointments and coordinate property access for surveys and construction activities.
• Support vulnerable residents and ensure individual needs are understood and catered for.
• Manage resident enquiries, concerns and complaints professionally and efficiently.
• Attend resident meetings, community events and stakeholder briefings.
• Work closely with Project Managers, Site Managers and Surveyors to ensure a seamless customer journey.
• Maintain accurate records of resident engagement, communications and project updates.
• Monitor customer satisfaction and identify opportunities for continuous improvement.

Skills

Customer service

Communication

Relationship building

Empathy

Organisational skills

IT skills

Driving licence

Job description

Location: Dartford, Kent

We have an exciting opportunity for a Resident Liaison Officer (RLO) to join our growing team delivering planned retrofit works within social housing properties. Working closely with residents, site teams and client representatives, you'll play a vital role in ensuring projects are delivered with residents at the heart of everything we do.

This is an excellent opportunity for an experienced RLO or customer-focused professional who enjoys building relationships, resolving issues and supporting communities through improvement works. Experience within social housing is highly desirable, and a full UK driving licence is essential due to travel requirements across sites.

Key Responsibilities

• Act as the main point of contact for residents throughout retrofit improvement works.
• Build and maintain positive relationships with tenants, leaseholders and client representatives.
• Provide clear communication regarding planned works, schedules, access requirements and project updates.
• Arrange appointments and coordinate property access for surveys and construction activities.
• Support vulnerable residents and ensure individual needs are understood and catered for.
• Manage resident enquiries, concerns and complaints professionally and efficiently.
• Attend resident meetings, community events and stakeholder briefings.
• Work closely with Project Managers, Site Managers and Surveyors to ensure a seamless customer journey.
• Maintain accurate records of resident engagement, communications and project updates.
• Monitor customer satisfaction and identify opportunities for continuous improvement.

About You

We're looking for someone who is passionate about customer service and making a positive difference to residents' experiences.

Essential

• Full UK Driving Licence and willingness to travel between sites
• Excellent communication and interpersonal skills
• Strong customer service background
• Ability to handle difficult conversations with empathy and professionalism
• Good organisational and administrative skills
• Competent IT skills including Microsoft Office
• Ability to work independently whilst managing multiple priorities

Desirable

• Previous experience as a Resident Liaison Officer, Tenant Liaison Officer or Customer Liaison Officer
• Experience working within social housing, planned maintenance or retrofit projects
• Understanding of the challenges associated with occupied residential properties
• Experience managing complaints and resident engagement initiatives

What We Offer

• Car allowance
• Opportunities for training and career development
• Supportive and collaborative team environment
• Chance to play a key role in delivering energy-efficient, sustainable homes for residents

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 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]