Senior Resident Liaison Lead — Planned Maintenance

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

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.