Tenant Liaison Officer

Liberty Group; Birmingham; On-site; GBP 26,000 - 32,000; Full time

Job summary

Liberty Property Services in Birmingham is seeking a proactive Tenant Liaison Officer to join our team. You will be the main link between residents, service delivery teams and housing staff, ensuring access for servicing and compliance work with minimal disruption.

You''ll build trust with tenants, manage engagements, and provide a high standard of customer care across every interaction. A full UK driving licence and strong communication skills are essential.

Qualifications

• Experience in a customer-facing role.
• Strong customer service and communication skills.
• Ability to handle challenging situations calmly and professionally.
• Experience using Microsoft Office (Outlook/Word/Excel).
• Strong organisational skills and workload management.

Responsibilities

• Build positive relationships with tenants, neighbours, housing officers and client representatives.
• Manage customer engagement and communication throughout servicing and compliance work.
• Deliver and attend legal appointment letters/visits when required.
• Visit properties to gain access for servicing.
• Conduct door-to-door engagement and communicate compliance deadlines.
• Support vulnerable customers and understand individual needs and communicate them appropriately.
• Resolve customer concerns professionally to reduce complaints and improve satisfaction.
• Collaborate with scheduling teams to improve access rates and contractual performance.
• Maintain accurate customer records and update systems using handheld devices and company software.
• Attend client and site meetings as required.
• Support continuous improvement initiatives in engagement and access processes.

Skills

Customer service

Communication

Problem solving

Microsoft Office

Organisation

Driving licence

Education

NVQ Level 2 in customer care

Tools

Microsoft Office

Job description

Tenant Liaison Officer

Location: Birmingham
Full Time | Permanent

Be the vital link between customers and service delivery teams

Liberty Property Services is looking for a confident and customer-focused Tenant Liaison Officer to join our team in Birmingham.

This is an exciting opportunity to play a key role in supporting the delivery of servicing and compliance programmes across social housing properties. As the main point of contact for tenants, you'll help ensure access is achieved, customer needs are understood, and residents receive a first-class service throughout every interaction.

If you're an excellent communicator who enjoys working with people, solving problems, and making a genuine difference in local communities, we'd love to hear from you.

What you'll be doing

As a Tenant Liaison Officer, you'll act as the key link between residents, clients, housing teams and operational staff to help ensure servicing and compliance works are completed efficiently and with minimal disruption.

Your responsibilities will include:

• Building positive relationships with tenants, neighbours, housing officers and client representatives
• Managing customer engagement and communication throughout
• Delivering legal appointment letters and carrying out legal appointment visits where required
• Visiting properties to achieve access
• Conducting door-to-door engagement and cold-calling properties approaching compliance deadlines
• Supporting vulnerable customers and ensuring individual requirements are understood and communicated appropriately
• Resolving customer concerns professionally and sensitively, helping to reduce complaints and improve satisfaction
• Working closely with operational and scheduling teams to improve access rates and contractual performance
• Managing client relationships and supporting community engagement initiatives
• Maintaining accurate customer records and updating systems using handheld devices and company software
• Attending client and site meetings when required
• Supporting continuous improvement initiatives and identifying opportunities to improve customer engagement and access processes

What we're looking for

We are seeking an approachable and empathetic individual who can build trust with residents while maintaining a professional and proactive approach.

Essential:

• Experience in a customer-facing role
• Strong customer service and communication skills
• Ability to handle challenging situations calmly and professionally
• Experience using Microsoft Office, including Outlook, Word and Excel
• Strong organisational skills and ability to manage your own workloadProblem-solving and analytical abilities
• A caring and empathetic approach to customer needs
• Ability to work collaboratively with colleagues, clients and stakeholders
• Full UK driving licence
• Professional, trustworthy and reliable attitude

Desirable:

• Experience as a Tenant Liaison Officer
• Experience within social housing, repairs, maintenance, compliance or construction environments
• NVQ Level 2 (or above) in a customer care-related discipline
• Experience working with gas servicing or compliance programmes

Why join Liberty?

• Be part of a business that genuinely puts customers first
• Play a vital role in helping keep residents safe in their homes
• Join a supportive and collaborative team environment
• Opportunity to develop your skills and progress your career
• Work for a company driven by passion, openness, respect and trust
• Make a real difference to customers and communities every day

If you're passionate about delivering exceptional customer service and want to be part of a team that improves lives, we'd love to hear from you.

Closing Date: 8th October2026