Resident Liaison Officer

Wates Smartspace; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Training & development

Career progression

Project exposure

Job summary

Wates Property Services is seeking an experienced Senior Resident Liaison Officer to join our Planned Maintenance team, supporting social housing refurbishment across multiple contracts. You will focus on one project and one geographical area at a time to deliver outstanding customer care and ensure smooth communications with residents.

You will lead and mentor Resident Liaison Officers, handle escalations, monitor performance against KPIs, and work with site and contract teams to deliver

Qualifications

• Proven experience as a Resident Liaison Officer within social housing.
• Experience on planned maintenance, refurbishment, retrofit or decarb programmes.
• Experience managing complaints and escalations.
• Full UK driving licence and access to own vehicle.

Responsibilities

• Managing, mentoring and supporting Resident Liaison Officers across the contract.
• Monitoring RLO performance and driving continuous improvement.
• Acting as the primary escalation point for resident complaints and complex issues.
• Building and maintaining relationships with residents, clients and stakeholders.
• Ensuring resident communications are delivered effectively and consistently.
• Producing monthly reports and customer satisfaction information.
• Overseeing due diligence activities and timely record-keeping.
• Collaborating with Site Managers and Contract Managers to support delivery.
• Ensuring contractual customer service KPIs and targets are achieved.

Skills

RLO Experience

Customer Care

Stakeholder Management

Team Mentoring

Job description

Overview

WPS are seeking an experienced Senior Resident Liaison Officer to join our Planned Maintenance team, supporting social housing refurbishment programmes across Hampshire, Wiltshire, Berkshire and Dorset.

Unlike many regional positions, you will typically focus on one project and one geographical area at a time, allowing you to fully immerse yourself in the contract, support your team effectively and deliver the highest standards of customer care.

We're looking for someone who enjoys taking ownership, challenging processes, driving performance and is happy to travel where projects require.

Key Points About the Role

• Leading and supporting Resident Liaison Officers to deliver exceptional customer service.
• Acting as the key contact for resident escalations and complaint resolution.

Key Duties

Responsibilities include:

• Managing, mentoring and supporting Resident Liaison Officers across the contract.
• Monitoring RLO performance and driving continuous improvement.
• Acting as the primary escalation point for resident complaints and complex issues.
• Building and maintaining strong relationships with residents, clients and internal stakeholders.
• Ensuring resident communications are delivered effectively and consistently.
• Producing and reviewing monthly reports, performance data and customer satisfaction information.
• Overseeing due diligence activities and ensuring records are completed accurately and on time.
• Working closely with Site Managers, Contract Managers and operational teams to support project delivery.
• Ensuring contractual customer service KPIs and targets are achieved.

Experience Required

• Proven experience as a Resident Liaison Officer, Senior Resident Liaison Officer or Customer Care professional within social housing.
• Experience working on planned maintenance, refurbishment, retrofit or decarbonisation programmes.
• Experience managing complaints, escalations and challenging customer situations.
• A proactive approach with the confidence to challenge processes and improve performance.
• Full UK Driving Licence (essential).
• Access to your own vehicle

What We Offer

• Ongoing training and professional development.
• Long-term career investment and progression opportunities.
• Exposure to large-scale social housing and planned maintenance projects.
• Benefits package can be discussed during the recruitment process.

What's Great About Us?

Wates Property Services are part of the Wates Group which is a family-owned business with over 125 years of history. Our Planned Maintenance division is a key area of growth, creating excellent opportunities for career development. We believe in recognising talent from within and are committed to investing in our people through promotion, training and long-term career progression.

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]