Senior Resident Liaison Officer
This is a Full Time/Flexible Working, Permanent vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
WPS are recruiting an experienced Senior Resident Liaison Officer (Senior RLO) to support the delivery of planned maintenance programmes across the West Midlands.
You will take ownership of the resident liaison function across multiple live social housing sites, ensuring excellent customer engagement while supporting operational teams to deliver works safely, efficiently and with minimal disruption to residents.
Projects will include a mix of internal and external planned works, delivered in occupied homes.
Workstreams Include
- External works – roofing, building fabric and external refurbishments
- Internal works – kitchens, bathrooms, heating and internal refurbishments
Key Responsibilities
- Set up, manage and oversee the Resident Liaison Service across planned works projects
- Act as the senior point of contact for residents, clients and site teams
- Manage and support Resident Liaison Officers / Tenant Liaison Officers across the programme
- Ensure a consistent, professional approach to customer care and resident communication
- Proactively manage resident expectations in live / occupied environments
- Lead on complaints management, resolutions and escalations
- Organise and attend resident meetings, consultations and community engagement events
- Work closely with Site Managers and Project Managers to support programme delivery
- Produce reports, updates and KPIs for internal teams and clients
- Champion company values and best practice across all sites
About You
- Proven experience as a Senior Resident Liaison Officer within social housing planned works
- Demonstrated experience managing RLO/TLO teams across multiple sites
- Strong understanding of internal and external planned maintenance programmes
- Confident dealing with residents, stakeholders and vulnerable customers
- Excellent communication, organisation and complaint‑handling skills
- Able to work across multiple locations and manage competing priorities
- Full UK driving licence and access to a vehicle essential (travel across West Midlands sites required)
What’s On Offer
- Long‑term, stable role within planned maintenance
- Opportunity to work on large‑scale social housing programmes
- High level of autonomy and senior responsibility
- Competitive salary and benefits package
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
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.
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