Resident Liaison Officer

Wates; Wolverhampton; On-site; GBP 35,000 - 45,000; Full time

Job summary

Wates Property Services is seeking a Senior Resident Liaison Officer to join our Planned Maintenance team in Wolverhampton. You will coordinate across multiple sites, acting as the main contact for resident escalations and supporting engagement strategies to ensure a positive resident experience.

The role requires prior RL Officer experience in social housing/planned maintenance, strong reporting and stakeholder management, and a full UK driving licence.

Qualifications

• Experience as a Senior Resident Liaison Officer, or experience as a Resident Liaison Officer with clear evidence of being ready to step into a senior position.
• Proven experience working within social housing, planned maintenance or refurbishment programmes.
• Experience managing resident escalations and resolving complex issues.
• Strong reporting, administration and organisational skills.
• Ability to work across multiple sites and contracts simultaneously. Excellent communication and stakeholder management skills.
• Full UK Driving Licence (essential).

Responsibilities

• Acting as the primary point of contact for resident escalations.
• Supporting site teams with resident engagement strategies.
• Building and maintaining positive relationships with residents, clients and internal stakeholders.
• Carrying out resident visits before, during and after works.
• Coordinating communications regarding upcoming works and programme updates.
• Monitoring customer satisfaction levels and identifying areas for improvement.
• Ensuring all mandatory reports and contract documentation are completed accurately and on time.
• Supporting and mentoring Resident Liaison Officers across the programme.
• Attending client and operational meetings as required. Travelling between sites to provide support across multiple workstreams.

Skills

Resident liaison

Stakeholder management

Reporting & admin

Multi-site coordination

Communication

Driving licence

Tools

MS Office

Job description

WPS are seeking an experienced Senior Resident Liaison Officer to join our Planned Maintenance team in Wolverhampton. Working across a multi-contract social housing programme, you'll play a key role in ensuring a positive experience for residents throughout the delivery of planned maintenance works. This role is ideal for an established Senior Resident Liaison Officer or an experienced Resident Liaison Officer who is ready to take the next step in their career. You'll act as the main point of contact for escalated resident issues, support operational teams across multiple sites and ensure all resident engagement and performance reporting is completed to a high standard.

Key Points About the Role

• Working across planned maintenance programmes within occupied social housing.
• Site-based role covering multiple projects across Wolverhampton.
• Acting as the lead contact for resident escalations and complex queries.
• Supporting and guiding Resident Liaison Officers across the contract.
• Ensuring mandatory reports and resident engagement records are produced accurately and on time.
• Long-term opportunity within a growing division.

Responsibilities include:

• Acting as the primary point of contact for resident escalations.
• Supporting site teams with resident engagement strategies.
• Building and maintaining positive relationships with residents, clients and internal stakeholders.
• Carrying out resident visits before, during and after works.
• Coordinating communications regarding upcoming works and programme updates.
• Monitoring customer satisfaction levels and identifying areas for improvement.
• Ensuring all mandatory reports and contract documentation are completed accurately and on time.
• Supporting and mentoring Resident Liaison Officers across the programme.
• Attending client and operational meetings as required.Travelling between sites to provide support across multiple workstreams.

Experience and Requirements

• Previous experience as a Senior Resident Liaison Officer, or experience as a Resident Liaison Officer with clear evidence of being ready to step into a senior position.
• Proven experience working within social housing, planned maintenance or refurbishment programmes.
• Experience managing resident escalations and resolving complex issues.
• Strong reporting, administration and organisational skills.
• Ability to work across multiple sites and contracts simultaneously.Excellent communication and stakeholder management skills.
• Full UK Driving Licence (essential).

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.

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.