Tenant Liaison Officer

CBW Staffing Solutions Ltd; Gartloch; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Ongoing training and professional dev.

Career progression

Company pension

Fuel card

Job summary

CBW Staffing Solutions Ltd in Inverness is seeking a Tenant Liaison Officer to keep residents informed before, during and after works, managing queries and coordinating with project teams.

The role involves visiting properties, building trust, addressing concerns, and supporting residents with information on schedules, access and milestones, with regular travel across the north of Scotland.

Qualifications

• Excellent verbal and written communication skills.
• Strong interpersonal skills and the ability to establish positive relationships with a wide range of people.
• A professional, approachable and empathetic manner.
• Strong listening skills and the ability to understand and respond appropriately to resident concerns.
• Effective problem-solving and conflict-resolution skills.
• Ability to remain calm and professional when dealing with challenging situations.
• Strong organisational and administrative skills.
• Ability to manage multiple enquiries, priorities and deadlines.
• Good attention to detail and accurate record keeping.
• Previous experience in a resident-facing, customer service, community engagement or similar role.
• Experience within construction, housing, property, facilities management, refurbishment or a related environment would be advantageous.
• Understanding of the challenges and sensitivities associated with working in occupied residential properties.
• Experience of handling customer complaints, enquiries or service issues.
• Familiarity with maintaining electronic records and using digital systems.

Responsibilities

• Act as the principal contact for residents throughout the lifecycle of works.
• Provide clear, accurate and timely information regarding planned works, programme dates, access requirements, progress and completion.
• Build positive and professional relationships with residents, maintaining trust and confidence throughout the project.
• Identify resident concerns at an early stage and ensure appropriate action is taken.
• Communicate changes to programmes, working arrangements or planned activities promptly.
• Ensure residents understand what to expect before, during and following works to their property or communal areas.
• Undertake regular visits to properties and residential areas affected by project activities.
• Engage directly with residents to understand their experience and identify any issues requiring attention.
• Record and follow up resident queries, requests and concerns through to resolution.
• Identify individual circumstances or additional support requirements and ensure these are communicated to the appropriate members of the project team.
• Arrange and participate in resident information meetings, briefings and engagement sessions.
• Prepare and distribute relevant project information and updates.
• Support residents in understanding project schedules, key milestones and expected completion dates.
• Receive and manage resident complaints and concerns in a professional and constructive manner.
• Work with the relevant project, site and management personnel to investigate and resolve issues.
• Keep residents informed of progress where an issue cannot be resolved immediately.
• Monitor outstanding matters and ensure appropriate follow-up takes place.
• Escalate significant, recurring or unresolved issues to the appropriate level of management.
• Report hazards, incidents, environmental concerns or other matters requiring management attention.

Skills

Communication skills

Interpersonal skills

Empathy

Active listening

Problem solving

Conflict resolution

Organizational skills

Multitasking

Attention to detail

Customer service

Resident-facing experience

Job description

Tenant Liaison Officer - Inverness - Salary up to £35,000 DOE

CBW are currently recruiting for an experienced Resident Liaison Officer to join a leading Renewables team based in Inverness.

The role is focused on ensuring residents are kept fully informed, supported and engaged before, during and after works take place. The successful candidate will build strong relationships with residents, respond to queries and concerns, coordinate information with project teams, and help minimise disruption associated with construction activities.

This is a Inverness based position with regular travel throughout the north of Scotland, reflecting the geographical spread of current and future projects.

Key Responsibilities

• Act as the principal contact for residents throughout the lifecycle of works.
• Provide clear, accurate and timely information regarding planned works, programme dates, access requirements, progress and completion.
• Build positive and professional relationships with residents, maintaining trust and confidence throughout the project.
• Identify resident concerns at an early stage and ensure appropriate action is taken.
• Communicate changes to programmes, working arrangements or planned activities promptly.
• Ensure residents understand what to expect before, during and following works to their property or communal areas.
• Undertake regular visits to properties and residential areas affected by project activities.
• Engage directly with residents to understand their experience and identify any issues requiring attention.
• Record and follow up resident queries, requests and concerns through to resolution.
• Identify individual circumstances or additional support requirements and ensure these are communicated to the appropriate members of the project team.
• Arrange and participate in resident information meetings, briefings and engagement sessions.
• Prepare and distribute relevant project information and updates.
• Support residents in understanding project schedules, key milestones and expected completion dates.
• Receive and manage resident complaints and concerns in a professional and constructive manner.
• Work with the relevant project, site and management personnel to investigate and resolve issues.
• Keep residents informed of progress where an issue cannot be resolved immediately.
• Monitor outstanding matters and ensure appropriate follow-up takes place.
• Escalate significant, recurring or unresolved issues to the appropriate level of management.
• Report hazards, incidents, environmental concerns or other matters requiring management attention.

Person Specification

• Excellent verbal and written communication skills.
• Strong interpersonal skills and the ability to establish positive relationships with a wide range of people.
• A professional, approachable and empathetic manner.
• Strong listening skills and the ability to understand and respond appropriately to resident concerns.
• Effective problem-solving and conflict-resolution skills.
• Ability to remain calm and professional when dealing with challenging situations.
• Strong organisational and administrative skills.
• Ability to manage multiple enquiries, priorities and deadlines.
• Good attention to detail and accurate record keeping.
• Previous experience in a resident-facing, customer service, community engagement or similar role.
• Experience within construction, housing, property, facilities management, refurbishment or a related environment would be advantageous.
• Understanding of the challenges and sensitivities associated with working in occupied residential properties.
• Experience of handling customer complaints, enquiries or service issues.
• Familiarity with maintaining electronic records and using digital systems.

Salary & Benefits

• Salary up to £35,000 DOEVan and fuel card.
• Ongoing training and professional development.
• Career progression within a growing renewable energy business.
• Company pension.
• Supportive team environment with a strong focus on quality, safety and continuous improvement.