Tenant Liaison Officer

Skilled Careers; Lichfield; On-site; GBP 23,000 - 29,000; Part time

Benefits offered by this job

Car allowance

Training & progression

Regeneration projects

Job summary

Skilled Careers is recruiting a Tenant Liaison Officer for a social housing contractor delivering upgrades across the Midlands, with the Walsall office as the base and sites spanning Wolverhampton to Birmingham. This is a customer-focused opportunity within a growing regeneration programme that aims to improve homes and communities.

As the main point of contact for residents, you will coordinate access with site and operations teams, provide regular updates, resolve concerns, and ensure

Qualifications

• Experience in a customer-facing tenant liaison or customer experience role.
• Ability to handle customer enquiries, complaints and escalation effectively.
• Strong communication and relationship-building skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience in social housing, regeneration or property services is desirable.
• Hold a Full UK driving licence and access to a vehicle.

Responsibilities

• Act as the main point of contact for residents during improvement works.
• Build positive relationships with customers and communities.
• Arrange appointments and coordinate access with site teams.
• Keep residents informed of works, timescales and disruptions.
• Conduct customer visits and address concerns proactively.
• Support vulnerable residents and consider their needs.
• Handle customer enquiries, complaints and service requests professionally.
• Work with operational teams to resolve issues quickly.
• Maintain accurate customer records and case data.
• Collect feedback and support customer satisfaction monitoring.
• Collaborate with clients, site teams and stakeholders to deliver positive outcomes.
• Contribute to service improvements and a customer-first culture.

Skills

Customer-facing

Tenant liaison

Communication

Relationship-building

Problem-solving

Multi-priority management

Full UK driving licence

Job description

An exciting opportunity has arisen for a Tenant Liaison Officer (TLO) to join a social housing contractor working on upgrades with council housing stock throughout the Midlands. Based out of the Walsall office, you will be covering various site locations between Wolverhampton and Birmingham
The organisation works closely with housing providers, local authorities and communities to improve homes and create positive outcomes for residents. This is a great opportunity for a customer-focused professional looking to build their career within a growing and purpose-driven organisation.
The TLO will act as the main point of contact for residents throughout improvement and regeneration works, you will build strong relationships with residents, coordinate appointments, provide regular updates and resolve concerns, ensuring customers remain informed and supported throughout the works.

Key Responsibilities

• Act as the main point of contact for residents throughout improvement works.
• Build positive and trusted relationships with customers.
• Arrange appointments and coordinate access with site and operational teams.
• Keep residents informed of works, timescales, changes and potential disruption.
• Conduct customer visits and proactively address concerns.
• Support vulnerable residents and ensure their needs are considered.
• Handle customer enquiries, complaints and service requests professionally.
• Work with operational teams to resolve issues quickly and effectively.
• Maintain accurate customer records and case management information.
• Collect customer feedback and support customer satisfaction monitoring.
• Work with clients, site teams and community stakeholders to deliver positive outcomes.
• Contribute to service improvements and a strong customer-first culture.

Essential Experience

• Experience in a customer-facing, tenant liaison or customer experience role.
• Experience handling customer enquiries, complaints and challenging situations.
• Strong communication, relationship-building and problem-solving skills.
• Experience working in a fast-paced environment, managing multiple priorities and deadlines.
• Experience within social housing, planned maintenance, construction, regeneration or property services is highly desirable.
• Experience working with housing associations, local authorities or public sector clients is advantageous.
• Understanding of customer service, complaint handling and customer satisfaction.
• Good understanding of data protection, confidentiality and accurate record keeping.
• Knowledge of social housing or regeneration environments is advantageous.
• Confident working with customers on site and across multiple stakeholders.
• Full UK driving licence.

What's on Offer

• £17-21 P/H Temp/Perm
• Car allowance
• Excellent training, development and career progression opportunities
• Opportunity to join a growing regeneration business
• Customer-focused role supporting communities and improving homes