Senior Resident Liaison Officer

Wates Smartspace; Wolverhampton; Hybrid; GBP 35,000 - 50,000; Full time

Benefits offered by this job

Training & development

Career progression

Exposure to large-scale projects

Benefits package discussed

Job summary

Wates Property Services are seeking an experienced Senior Resident Liaison Officer to join our Planned Maintenance team in Wolverhampton. You will be the main point of contact for resident issues and support operational teams across multiple sites.

The role offers long-term career progression, ongoing training, and the chance to influence resident experience on large-scale social housing projects. A Full UK Driving Licence is essential.

Qualifications

• Experience as a Senior Resident Liaison Officer or ready to step up.
• Experience in social housing, planned maintenance or refurbishment.
• Experience managing resident escalations and resolving complex issues.
• Strong reporting, administration and organisational skills.
• Ability to work across multiple sites and contracts simultaneously.
• Full UK Driving Licence (essential).

Responsibilities

• Act as the primary point of contact for resident escalations.
• Support site teams with resident engagement strategies.
• Build and maintain relationships with residents, clients and internal stakeholders.
• Carry out resident visits before, during and after works.
• Coordinate communications regarding upcoming works and programme updates.
• Monitor customer satisfaction levels and identify areas for improvement.
• Ensure all mandatory reports and contract documentation are completed accurately and on time.
• Support and mentoring Resident Liaison Officers across the programme.
• Attend client and operational meetings as required.
• Travel between sites to provide support across multiple workstreams.

Skills

Excellent communication

Stakeholder management

Reporting & administration

Multi-site coordination

Driver's licence

Job description

Overview

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 theRole

• 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.

Key Duties

As Senior Resident Liaison Officer, you'll be responsible for maintaining excellent resident relationships throughout the delivery of planned maintenance works, ensuring communication remains proactive, professional and customer-focused.

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 Required

• 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).

What We Offer

• Ongoing training and professional development.
• Long-term career investment and progression opportunities.
• Exposure to large-scale social housing and planned maintenance projects.
• Benefits package can be discussed during the recruitment process.

What's Great About Us?

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.

Our commitments:

WPS is proud to be an employer where anyone can thrive, and we welcome applications from candidates of all backgrounds.

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.

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