Wates Group
Senior Resident Liaison Officer
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About The Job
We're recruiting for a Senior Resident Liaison Officer to join a leading Tier 1 contractor delivering social housing retrofit and decarbonisation projects across the South West.
Supporting multiple client contracts, you'll oversee resident engagement across a growing portfolio of works, ensuring excellent customer service standards are maintained throughout project delivery.
Covering areas including Hampshire, Wiltshire and Dorset, this is a regional role with regular travel and the opportunity to work alongside experienced operational teams on long-term secured frameworks.
About The Role
As Senior Resident Liaison Officer, you'll provide leadership and support to a team of Tenant Liaison Officers across multiple projects, ensuring residents receive a positive experience throughout the works programme.
You'll act as the escalation point for complaints and customer concerns, monitor service quality, and work closely with Operational Managers, Surveyors and Project Teams to drive customer satisfaction.
This is a fantastic opportunity for an experienced Resident Liaison professional looking to move into a broader, more strategic role with responsibility for supporting and developing a regional liaison team.
Key Responsibilities
- Lead and support a team of Tenant Liaison Officers across multiple projects.
- Act as the senior escalation point for resident complaints.
- Monitor customer satisfaction and service delivery standards.
- Review KPI and customer satisfaction reporting.
- Support project mobilisation and resident engagement strategies.
- Build strong relationships with clients, residents and operational teams.
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Essential
- Experience within social housing resident liaison, planned works or refurbishment projects.
- Previous experience leading, mentoring or supporting a resident liaison team.
- Strong complaint handling and customer service skills.
- Good IT skills, including Microsoft Excel.
- Full UK driving licence and willingness to travel across the region.
Desirable
- Retrofit or SHDF project experience.
- Experience managing customer satisfaction reporting and KPIs.
- Knowledge of social housing planned maintenance programmes.
What's In It For You
- 26 days annual leave plus your birthday off.
- Opportunity to work on high-profile social housing retrofit and decarbonisation programmes.
- Long-term pipeline of secured work across multiple client frameworks.
- Supportive and collaborative team environment.
- Flexible approach to working where operationally possible.
- Mileage reimbursement and fuel card provided for business travel.
- Access to additional vehicle benefits following probation.
Apply Now
If you're an experienced Resident Liaison Officer looking to step into a senior leadership role and make a real impact on social housing communities across the South West, we'd love to hear from you.
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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
Our Commitments
WPS is proud to be an employer where anyone can thrive, and we welcome applications from candidates of all backgrounds. We encourage you to apply even if you don't meet every requirement, as we value transferable skills and assess all applications fairly.
We don't discriminate based on a criminal record; all applications are reviewed on an individual basis against the requirements of the role. Some roles may require additional checks, due to the nature of the work. As a Disability Confident Leader, we offer an interview to applicants with a disability who meet the minimum criteria for the role and opt in to the Disability Confident scheme. Reasonable adjustments are available, please contact us at wpsrecruitment@wates.co.uk
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