Tenant Liaison Officer (TLO)

Niyaa People; Walsall; Hybrid; GBP 33,000 - 37,000; Full time

Benefits offered by this job

Car allowance

Pension contribution scheme

Life assurance

Private healthcare available

Bonus scheme

Volunteering Leave Scheme

Excellent training, development and IT

Job summary

Niyaa People is seeking a Tenant Liaison Officer in Walsall to be the main contact for residents during regeneration works. The role is primarily site-based with hybrid flexibility, focusing on coordinating access, updates and resolving concerns for communities.

The successful candidate will build relationships, manage appointments, keep residents informed and support vulnerable residents throughout the works, contributing to positive housing outcomes.

Qualifications

• 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.

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

Tenant liaison

Relationship-building

Problem-solving

Multi-stakeholder

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 Walsall 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.

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?

• £33,000 – £37,000 per annum
• Car allowance
• Permanent position
• Walsall-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 homes