Resident Liaison Officer - Retrofit Experience Required Wates Job listing

Retrofit Professionals; Swindon; On-site; GBP 28,000 - 36,000; Full time

Job summary

Retrofit Professionals in Swindon is seeking a Resident Liaison Officer to join our Planned Maintenance division. You will cover the Swindon area, supporting residents on social housing decarbonisation retrofit projects including EWI, brickwork, window replacements, and more.

You will set up and deliver the liaison service across multiple sites, attend client and tenant meetings, maintain site databases, and act as the first point of contact for complaints. DBS checks apply at offer stage.

Qualifications

• Experience as a Resident Liaison Officer in retrofit/planned maintenance.
• Strong communication and customer care abilities.
• Excellent IT skills and database updating.
• Full UK Driving Licence and vehicle access.

Responsibilities

• Set up, manage, and deliver the Tenant/Customer/Resident Liaison Service across multiple retrofit sites.
• Attend regular client and tenant meetings to ensure high levels of service.
• Maintain a consistent, professional approach to customer care during retrofit works.
• Act as escalation point for tenant complaints and manage resolutions.
• Maintain on-site databases reflecting ongoing retrofit activities.
• Leverage knowledge of retrofit and maintenance projects in a resident-facing role.

Skills

Communication

Customer service

IT skills

Driving licence

Job description

We have an exciting opportunity for aResident Liaison Officerto join our team at WPS, working within ourPlanned Maintenance divisionto cover the Swindon area, supporting residents onSocial Housing Decarbonisation Fund retrofit projects, which include:

• Window & Curtain Wall Replacements
• Brickwork & Concrete Repair
• External Wall Insulation (EWI)
• …and more!

Key Responsibilities:

• Set up, manage, and deliver the Tenant/Customer/Resident Liaison Service across multiple retrofit sites.
• Attend regular client and tenant meetings to ensure the highest level of customer service.
• Ensure a consistent and professional approach to customer care throughout retrofit works.
• Act as a point of escalation for tenant complaints and manage the resolution process.
• Maintain and update the on-site database to reflect ongoing retrofit activities.
• Proven experience as a Resident Liaison Officer, specifically within retrofit and planned maintenance programmes.
• Strong knowledge of internal and external works related to retrofit projects.
• Excellent communication, customer service, and IT skills.
• Full UK Driving Licence with access to a vehicle.
• A confident and empathetic communicator who thrives in a resident-facing role. You’ll be organised, proactive, and passionate about delivering excellent service throughoutretrofit and maintenance projects.

Ready to make a real impact in your community?

Given the nature of this position, you will need to undergo a Standard 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.