Tenant Liaison Officer

Skilled Careers; Ringway; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Car allowance

Excellent training and progression

Regeneration business growth

Job summary

Skilled Careers is seeking a Tenant Liaison Officer in the Manchester area for a social housing contractor on a temporary to permanent basis. You will act as the main contact for residents during upgrade works and coordinate with site teams to keep residents informed.

This role requires strong communication, relationship-building and problem-solving abilities, plus a full UK driving licence and comfort working across regeneration projects.

Qualifications

• Experience in a customer-facing, tenant liaison or customer experience role.
• Experience handling enquiries, complaints and difficult situations.
• Strong communication, relationship-building and problem-solving skills.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.
• Experience in social housing, planned maintenance, regeneration or property services is desirable.
• Experience working with housing associations or local authorities is advantageous.
• Good understanding of data protection and accurate record keeping.
• Full UK driving licence.

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.

Skills

Customer-facing experience

Tenant liaison

Communication skills

Problem solving

Time management

Stakeholder coordination

Job description

An exciting opportunity has arisen for a Tenant Liaison Officer (TLO) to join a social housing contractor on a contractual basis, working on upgrades with council housing stock throughout the Manchester area.

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