Resident Liaison Officer

Wates Group; Skelmersdale; On-site; GBP 25,000 - 35,000; Full time

Job summary

Wates Group seeks a full-time Resident Liaison Officer to join the Wates Living Space Responsive Maintenance Team in Skelmersdale. The role focuses on managing tenant complaints, scheduling works, and maintaining communication with clients, aiming to ensure satisfaction and smooth operational flow.

Qualifications

• Background in customer service or complaints handling preferred.
• Experience in construction or property services is a plus.
• Positive attitude and willingness to learn.

Responsibilities

• Manage tenant complaints from receipt to resolution.
• Schedule works and liaise with contractors and tenants.
• Conduct site visits to discuss issues with tenants.

Skills

Customer Service

Complaint Handling

Job description

The Vacancy

Here at Wates, we have an opportunity for a Resident Liaison Officer to join our Wates Living Space Responsive Maintenance Team. This is a full-time, permanent position, based in Skelmersdale. The role involves office-based work with hours from Monday to Friday, 8am - 5pm. Ideally, candidates should live within commuting distance.

The main focus of this role is to liaise with tenants and the Client to ensure complaints are resolved promptly. Responsibilities include managing complaints from receipt to resolution, scheduling works, updating tenants via phone or site visits, and attending client meetings.

Key Accountabilities:

• Manage complaints from receipt to completion.
• Book works into the Opp’s/contractor diary.
• Chase contractors for completion of works.
• Liaise with tenants and the client.
• Attend client meetings.
• Work with the Contract Manager to identify trends.
• Conduct site visits as needed to discuss complaints with tenants.

We are seeking someone with a background in customer service or complaints handling, preferably with experience in construction or property services, though this is not essential. The ideal candidate will have a positive attitude and a willingness to learn.

Note: The role requires undergoing a Basic Disclosure and Barring Service (DBS) check at offer stage. We are committed to fair recruitment practices and do not discriminate based on criminal records.

About Wates: Wates is a leading family-owned development, building, and property maintenance company with over 125 years of history. Our purpose is to 'reimagine places for people to thrive,' guided by our promises of thriving places, a thriving planet, and thriving people.

We are proud to be recognized as a Gold Investors in People and a Disability Confident employer, committed to inclusive recruitment practices.

Awards

• Inside Housing Development Awards - Best Project
• 2022 Construction News Awards - Winner
• Investors in People 2022 - Gold Award
• Considerate Constructors Schemes (CCS) National Site Awards - Gold Award
• 2022 Top 50 Employers for Women - Top 50 Employers