Resident Liaison Officer

The Vacancy

Here at Wates we have an opportunity for an experienced Resident Liaison Officer to join our established team on a FIXED TERM BASIS FOR 12 MONTHS.

The role itself sits within our Planned Maintenance division within our property services team whereby you will be working alongside one of our existing social housing providers.

Ideally we are looking for someone located central to the patch which is Birmingham, Coventry, Leicester, Wolverhampton, Walsall and Staffs.

Key Accountabilities will include:

• Acting as the main point of contact for residents, prioritising their needs and addressing concerns throughout the site works.
• The role focuses on fostering a safe, secure, and positive living environment while working closely with site staff to minimise disruptions.
• Clear, proactive communication and meticulous planning will ensure scheduled access to residents’ homes, building trust and delivering a seamless, customer-centric experience during the works.
• Set up, undertake and manage the Tenant/Customer/Resident Liaison Service across multiple sites.
• Attend regular client representative and tenant meetings to ensure highest level of customer service is provided at all times.
• Manage the Tenant’s Complaints procedures as a point of escalation.
• Maintain and update the on-site Database to reflect on-going works.
• Organise and host regular surgeries to address residents’ queries, concerns, and feedback.
• Maintain a structured complaints procedure and handle disputes and damage claims promptly and fairly.

Ideally you will be an experienced RLO with a proven track record of successfully managing the workload across planned maintenance programmes.

Key traits we look for are someone who is customer focused, reliable, organised, computerate literate/able to use SharePoint etc

You must drive due to the travel required for this role.

Planned works include kitchens, bathroom and roofing workstreams so if you have experience within the social housing sector of this nature that would be ideal.

Given the nature of this position, you will need to undergo an Enhanced and Barred Lists 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.

Work for Wates

Wates is one of the UK’s leading family-owned development, building and property maintenance companies.  Founded over 125 years ago, we have a proud legacy in the built environment.

We are driven by our purpose, ‘reimagining places for people to thrive’ and our three promises:

• Thriving places – working with customers, partners and communities to create places that are more sustainable, inclusive, and full of opportunity.
• Thriving planet – protecting nature and taking action on climate change by collaborating and innovating with our partners.
• Thriving people – creating opportunities and relationships so that everyone who works for and with us feels included, invested in and treated with care.

We are proud to be recognised as Gold Investors in People and as a Disability Confident employer.  We also ensure that our recruitment processes do not treat anyone less favourably due to an offending background.