Senior Resident Liaison Officer

Wates Group; Swindon; On-site; GBP 36,000 - 48,000; Full time

Benefits offered by this job

26 days annual leave + birthday off

Car allowance & mileage reimbursement

Vehicle benefits after probation

Flexible working where possible

Supportive team environment

Job summary

WPS, part of the Wates Group family, is seeking a Senior Resident Liaison Officer to lead a team across multiple social housing retrofit projects in the South West. You will oversee the resident journey, escalate complaints, monitor service quality, and collaborate with operations to drive satisfaction.

The role requires prior experience in resident liaison, team leadership, and strong IT and driving capabilities, with regular travel across Hampshire, Wiltshire and Dorset.

Qualifications

• Experience in social housing resident liaison, planned works or refurbishment projects.
• Experience leading, mentoring or supporting a resident liaison team.
• Strong complaint handling and customer service skills.
• Good IT skills including Microsoft Excel. Full UK driving licence and willingness to travel across the region.

Responsibilities

• Lead and support a team of Tenant Liaison Officers across multiple projects.
• Act as the senior escalation point for resident complaints.
• Monitor customer satisfaction and service delivery standards.
• Review KPI and customer satisfaction reporting.
• Support project mobilisation and resident engagement strategies.
• Build strong relationships with clients, residents and operational teams.

Skills

Team leadership

Customer service

Complaint handling

Microsoft Excel

Driving licence

Travel willingness

Tools

Microsoft Excel

Job description

About The Job

We're recruiting for a

About The Job

We're recruiting for a Senior Resident Liaison Officer to join a leading Tier 1 contractor delivering social housing retrofit and decarbonisation projects across the South West. Supporting multiple client contracts, you'll oversee the customer journey across a growing portfolio of works, ensuring excellent customer service standards are maintained, Covering areas including Hampshire, Wiltshire and Dorset. This is a multi-county role with regular travel and the opportunity to work alongside experienced operational teams on long-term secured frameworks.

About The Role

As Senior Resident Liaison Officer, you'll provide leadership and support to a team of Tenant Liaison Officers across multiple projects, ensuring residents receive a positive experience throughout the works programme. You'll act as the escalation point for complaints and customer concerns, monitor service quality, and work closely with Operational Managers, Surveyors and Project Teams to drive customer satisfaction. This is a fantastic opportunity for an experienced Resident Liaison professional looking to move into a broader, more senior role with responsibility for supporting and developing a wider liaison team.

Key Responsibilities

• Lead and support a team of Tenant Liaison Officers across multiple projects.
• Act as the senior escalation point for resident complaints.
• Monitor customer satisfaction and service delivery standards.
• Review KPI and customer satisfaction reporting.
• Support project mobilisation and resident engagement strategies.
• Build strong relationships with clients, residents and operational teams.

Essential

• Experience within social housing resident liaison, planned works or refurbishment projects.
• Previous experience leading, mentoring or supporting a resident liaison team.
• Strong complaint handling and customer service skills.
• Good IT skills, including Microsoft Excel.
Full UK driving licence and willingness to travel across the region.

Desirable

• Retrofit or SHDF project experience.
• Experience managing customer satisfaction reporting and KPIs.
• Knowledge of social housing planned maintenance programmes.

What's In It For You

• 26 days annual leave plus your birthday off.
• Opportunity to work on high-profile social housing retrofit and decarbonisation programmes.
• Long-term pipeline of secured work across multiple client frameworks.
• Supportive and collaborative team environment.
• Flexible approach to working where operationally possible.
• Car Allowance & Mileage reimbursement
• Access to additional vehicle benefits following probation.

Our Commitments

WPS is proud to be an employer where anyone can thrive, and we welcome applications from candidates of all backgrounds. We encourage you to apply even if you don't meet every requirement, as we value transferable skills and assess all applications fairly. We don't discriminate based on a criminal record; all applications are reviewed on an individual basis against the requirements of the role. Some roles may require additional checks, due to the nature of the work. As a Disability Confident Leader, we offer an interview to applicants with a disability who meet the minimum criteria for the role and opt in to the Disability Confident scheme. Reasonable adjustments are available, please contact us at [e-mail]