Wates Group
Resident Liaison Manager
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We have an exciting opportunity for a Resident Liaison Officer (RLO) to join our growing team delivering planned retrofit works within social housing properties. Working closely with residents, site teams and client representatives, you'll play a vital role in ensuring projects are delivered with residents at the heart of everything we do.
This is an excellent opportunity for an experienced RLO or customer-focused professional who enjoys building relationships, resolving issues and supporting communities through improvement works. Experience within social housing is highly desirable, and a full UK driving licence is essential due to travel requirements across sites.
This advert aligns with responsibilities outlined in internal RLO profiles and previous WPS planned works adverts.
Key Responsibilities
- Act as the main point of contact for residents throughout retrofit improvement works.
- Build and maintain positive relationships with tenants, leaseholders and client representatives.
- Provide clear communication regarding planned works, schedules, access requirements and project updates.
- Arrange appointments and coordinate property access for surveys and construction activities.
- Support vulnerable residents and ensure individual needs are understood and catered for.
- Manage resident enquiries, concerns and complaints professionally and efficiently.
- Attend resident meetings, community events and stakeholder briefings.
- Work closely with Project Managers, Site Managers and Surveyors to ensure a seamless customer journey.
- Maintain accurate records of resident engagement, communications and project updates.
- Monitor customer satisfaction and identify opportunities for continuous improvement.
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About You
We're looking for someone who is passionate about customer service and making a positive difference to residents' experiences.
Essential
- ✅ Full UK Driving Licence and willingness to travel between sites
- ✅ Excellent communication and interpersonal skills
- ✅ Strong customer service background
- ✅ Ability to handle difficult conversations with empathy and professionalism
- ✅ Good organisational and administrative skills
- ✅ Competent IT skills including Microsoft Office
- ✅ Ability to work independently whilst managing multiple priorities
Desirable
- ⭐ Previous experience as a Resident Liaison Officer, Tenant Liaison Officer or Customer Liaison Officer
- ⭐ Experience working within social housing, planned maintenance or retrofit projects
- ⭐ Understanding of the challenges associated with occupied residential properties
- ⭐ Experience managing complaints and resident engagement initiatives
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What We Offer
- Competitive salary and benefits package
- Car allowance or mileage reimbursement
- Opportunities for training and career development
- Supportive and collaborative team environment
- Chance to play a key role in delivering energy-efficient, sustainable homes for residents
Given the nature of this position, you will need to undergo a Basic Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant's criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks.
To learn more about the checks included in this process, please click on the following link: National Security Vetting
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