Tenant Liaison Officer

Coleman James; Birmingham; On-site; GBP 26,000 - 32,000; Full time

Job summary

Coleman James is seeking a Resident Liaison Officer to act as the primary contact between residents, clients, contractors and site teams during planned works. You will ensure residents are informed, supported and engaged throughout the process, delivering excellent customer service.

Based in Birmingham, this permanent, on-site role requires strong communication, organisational and GDPR-compliant record-keeping skills, with a focus on maintaining positive resident journeys before, during and

Qualifications

• Previous experience in a customer service or customer-facing role.
• Previous Resident Liaison Officer experience within construction, housing or social housing is desirable
• Excellent communication, interpersonal and relationship-building skills.

Responsibilities

• Provide advice, consultation and ongoing support to residents before, during and after works are carried out in their homes.
• Manage the resident/customer journey in accordance with company and client engagement procedures.
• Arrange appointments and agree access arrangements with residents to allow works to be completed efficiently.
• Maintain accurate and confidential resident records while complying with GDPR and company data-protection procedures.
• Provide regular communication and updates to residents regarding progress, changes to schedules and completion of works.
• Promote high standards of customer satisfaction throughout the project.

Skills

Customer service

Resident Liaison

Communication skills

Job description

The Resident Liaison Officer is responsible for acting as the key point of contact between residents, clients, contractors and site teams throughout planned works to residents' homes. The role focuses on providing excellent customer service, maintaining clear communication and ensuring residents are fully informed and supported before, during and after construction works.

Key Responsibilities

• Provide advice, consultation and ongoing support to residents before, during and after works are carried out in their homes.
• Manage the resident/customer journey in accordance with company and client engagement procedures.
• Arrange appointments and agree access arrangements with residents to allow works to be completed efficiently.
• Maintain accurate and confidential resident records while complying with GDPR and company data-protection procedures.
• Provide regular communication and updates to residents regarding progress, changes to schedules and completion of works.
• Promote high standards of customer satisfaction throughout the project.

Skills and Experience

• Previous experience in a customer service or customer-facing role.
• Previous Resident Liaison Officer experience within construction, housing or social housing is desirable
• Excellent communication, interpersonal and relationship-building skills.

This is a permanent position, and Coleman James are acting as an Employment Agency