Senior Resident Liaison Officer – Customer Experience Lead

Wates Smartspace; Walton-on-Thames; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Ongoing training and professional发展

Long-term career investment and career

Exposure to large-scale social housing

Job summary

Wates Property Services is seeking a Senior Resident Liaison Officer to join the Planned Maintenance team, supporting social housing refurbishment programmes. The role involves leading RLOs, handling escalations, and ensuring quality customer service across contracts.

Core duties include mentoring RLOs, monitoring performance, managing complaints, building stakeholder relationships, and delivering timely reports.

Qualifications

• Proven experience as a Resident Liaison Officer or similar within social housing.
• Experience on planned maintenance, refurbishment, retrofit or decarbonisation programmes.
• Full UK Driving Licence (essential).

Responsibilities

• Leading and supporting Resident Liaison Officers to deliver exceptional customer service.
• Acting as the primary escalation point for resident complaints and complex issues.
• Managing, mentoring and supporting Resident Liaison Officers across the contract.
• Monitoring RLO performance and driving continuous improvement.
• Building and maintaining relationships with residents, clients and internal stakeholders.
• Producing and reviewing monthly reports and customer satisfaction information.
• Overseeing due diligence activities and ensuring records are completed accurately and on time.
• Working with Site Managers, Contract Managers and operations teams to support project delivery.
• Ensuring contractual customer service KPIs and targets are achieved.

Job description

Wates Property Services is seeking a Senior Resident Liaison Officer to join the Planned Maintenance team, supporting social housing refurbishment programmes. The role involves leading RLOs, handling escalations, and ensuring quality customer service across contracts.

Core duties include mentoring RLOs, monitoring performance, managing complaints, building stakeholder relationships, and delivering timely reports.