Our client, a well-established and highly respected provider within the social housing and property services sector, is seeking an experienced Tenant Liaison Officer to join their growing team.
This is an excellent opportunity for a customer-focused professional who is passionate about resident engagement and delivering exceptional service throughout planned maintenance, refurbishment, and regeneration projects.
The Role
As Tenant Liaison Officer, you will act as the key point of contact between residents, site teams, and stakeholders, ensuring clear communication and a positive customer experience throughout the duration of works. You will play a vital role in building trust with residents, managing expectations, and helping projects run smoothly with minimal disruption.
Key Responsibilities
- Serve as the primary contact for tenants and residents before, during, and after planned works.
- Build and maintain positive relationships with residents, addressing concerns and resolving issues promptly.
- Keep residents informed of project timelines, progress updates, and any changes to planned works.
- Conduct pre-start visits, resident consultations, and customer satisfaction surveys.
- Support vulnerable residents and ensure any additional needs are identified and accommodated.
- Work closely with site managers, contractors, and housing teams to facilitate access and resolve resident concerns.
- Investigate and manage complaints, ensuring a high standard of customer care at all times.
- Maintain accurate records of resident interactions, feedback, and project communications.
- Assist in achieving resident satisfaction and customer service performance targets.
Candidate Requirements
- Previous experience in a Tenant Liaison Officer, Resident Liaison Officer, Housing Officer, Customer Service, or similar customer-facing role.
- Experience working within social housing, planned maintenance, refurbishment, repairs, or construction environments.
- Excellent communication, relationship-building, and conflict-resolution skills.
- Ability to engage effectively with residents from diverse backgrounds.
- Strong organisational and administrative skills.
- Proficiency in Microsoft Office applications.
- Full UK driving licence essential
Desirable
- Knowledge of social housing maintenance programmes, retrofit, decarbonisation, or regeneration projects.
- Experience supporting vulnerable residents and community engagement initiatives.
- Relevant housing, customer service, or resident engagement qualifications.
If you are an empathetic and proactive professional with a passion for resident engagement and customer service excellence, we would love to hear from you.