Resident Liaison Officer

Wates Smartspace; Enfield; Remote; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Salary package to be discussed during筛

Job summary

WPS seeks an experienced Resident Liaison Officer to act as the main link between residents, site teams, and project stakeholders on a planned maintenance project.

You will help deliver an excellent resident experience, minimise disruption, and maintain positive relationships within the communities we work in. Driving licence is essential and MS Office skills are required.

Qualifications

• Strong communication and interpersonal skills.
• Experience handling customer queries and resolving issues.
• Understanding of social housing, planned maintenance, or property improvement programmes.
• Full UK Driving Licence (Essential). / Access to own vehicle advantageous.

Responsibilities

• Act as 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 informed of timelines, works, access, and any schedule changes.
• Conduct resident consultations and satisfaction surveys.
• Manage resident concerns and coordinate appropriate assistance.

Skills

Communication

Interpersonal skills

Customer service

Driving licence

Tools

Microsoft Office

Job description

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.

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]