Senior Resident Liaison Officer

WATES; Greater London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading UK building and property maintenance company is seeking a Senior Resident Liaison Officer to join the planned maintenance team in Greater London. The ideal candidate will have a strong customer service background, ensuring resident needs are prioritized and complaints managed effectively. Responsibilities include managing communication across multiple sites and attending meetings to uphold high standards of service. Applicants may undergo additional checks, and Wates values a diverse and inclusive workforce.

Benefits

Inclusive workplace

Opportunities for development

Qualifications

• Strong background in customer service.
• Ability to manage tenant complaints effectively.
• Prior experience as a Senior Resident Liaison Officer is desired.

Responsibilities

• Manage Tenant/Customer/Resident Liaison Service across multiple sites.
• Attend client meetings to ensure high customer service.
• Monitor recruitment and training of RLOs.
• Handle tenant complaints as a point of escalation.

Skills

Customer service

Communication

Conflict resolution

Job description

The Vacancy

A fantastic opportunity presents itself for a Senior Resident Liaison Officer to join WPS within our planned maintenance team in the London area. Whilst this role doesn't have line management per say you will be the senior RLO in the team and be able to give guidance when needed.

The Senior Resident Liaison Officer (SRLO) will serve as the primary point of contact for RLOs on their projects, supporting the Project Manager by ensuring that residents’ needs are prioritised and any concerns are addressed throughout the site works.

The role focuses on fostering a safe, secure, and positive living environment while working closely with site staff to minimise disruptions. Clear, proactive communication and meticulous planning will ensure scheduled access to residents’ homes, building trust and delivering a seamless, customer‑centric experience during the works.

Key Accountabilities will include:

• Set up, undertake and manage the Tenant/Customer/Resident Liaison Service across multiple sites in London and surrounding areas
• Attend regular client representative and tenant meetings to ensure the highest level of customer service is provided at all times.
• Ensure a consistent approach to customer care is adopted by all RLOs across the contract.
• Monitor and identify the recruitment, training and development of RLOs.
• Manage the tenant’s complaints procedures as a point of escalation.
• Maintain and update the on‑site database to reflect ongoing works.

You will be

Ideally an experienced Senior Resident Liaison Officer, however this is not a necessity. This role is all about customer service and ensuring the customer is put first, so applicants with a strong customer service background will be welcomed.

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 offences. Additionally, certain roles may be subject to additional pre‑employment checks.

To learn more about the checks included in this process, please click on the following link: National Security Vetting.

Work for Wates

Wates is one of the UK’s leading family‑owned development, building and property maintenance companies. Founded over 125 years ago, we have a proud legacy in the built environment.

We are driven by our purpose, “reimagining places for people to thrive”, and our three promises:

• Thriving places – working with customers, partners and communities to create places that are more sustainable, inclusive, and full of opportunity.
• Thriving planet – protecting nature and taking action on climate change by collaborating and innovating with our partners.
• Thriving people – creating opportunities and relationships so that everyone who works for and with us feels included, invested in and treated with care.

We are proud to be recognised as Gold Investors in People and as a Disability Confident employer. We also ensure that our recruitment processes do not treat anyone less favourably due to an offending background.