Tenant Liaison Officer (TLO)

Niyaa People Ltd; Stoke Pound; Hybrid; GBP 33,000 - 37,000; Full time

Benefits offered by this job

Car allowance

Pension contribution

Life assurance

Private healthcare

Bonus scheme

Volunteering Leave Scheme

Career progression

Job summary

Niyaa People Ltd is recruiting a Tenant Liaison Officer to join a growing regeneration team. The role is primarily site-based in Bromsgrove, Worcestershire, with hybrid flexibility, and acts as the main contact for residents during improvement works.

You will build strong relationships, coordinate appointments, and keep residents informed throughout the project. The ideal candidate will have customer-facing experience, excellent communication, and a track record of handling enquiries and

Qualifications

• Experience in a customer-facing role, handling enquiries and resolving issues.
• Strong communication and relationship-building skills.
• Able to manage multiple priorities and deadlines in a fast-paced environment.

Responsibilities

• Act as the main point of contact for residents during improvement works.
• Build positive relationships with customers and stakeholders.
• Arrange appointments and coordinate access with site teams.
• Keep residents informed of works, timescales and potential disruption.
• Conduct visits and proactively address concerns to support residents.
• Assist vulnerable residents and ensure their needs are considered.
• Handle customer enquiries, complaints and service requests professionally.
• Maintain accurate customer records and case management information.
• Contribute to service improvements and a customer-first culture.

Skills

Customer-facing role

Strong communication

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 growing regeneration business delivering construction, maintenance, refurbishment and decarbonisation programmes across the UK.

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. The role is based in Bromsgrove, Worcestershire and will be primarily site-based, with flexibility for hybrid working.

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.

About you

• 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?

• £33,000 - £37,000 per annum
• Car allowance
• Permanent position
• Bromsgrove/Birmingham-based
• Primarily site-based with hybrid flexibility
• Pension contribution scheme
• Life assurance
• Private healthcare available
• Bonus scheme
• Volunteering Leave Scheme
• Excellent training, development and career progression opportunities
• Opportunity to join a growing regeneration business
• Customer-focused role supporting communities and improving home

If you're an experienced customer-focused professional who enjoys building relationships, solving problems and making a genuine difference to residents,