Senior Community Liaison Officer
Location: 171 Aspect Housing Head Office, Birmingham
Contract Type: Full‑time
Hours: 35 hours per week
Reports To: Management Team
Role Overview
Aspect Housing is seeking a confident, proactive, and community‑focused Senior Community Liaison Officer to lead on tenant engagement, community relations, and complaint resolution across our Exempt Supported Housing services.
This leadership role is responsible for strengthening relationships with tenants and local stakeholders, ensuring high‑quality service delivery, and providing direct line management to the Community Liaison Officers (CLO). You will ensure that all community‑facing operations, including night‑time safety checks, ASB response, tenant education, and complaint handling, are delivered to a high standard and in full compliance with regulatory expectations.
Key Responsibilities
Community Engagement & Relations
- Tenant Engagement — Build strong, trusting relationships with tenants, community partners, and local stakeholders.
- Community Activities — Lead community meetings, forums, and engagement events.
- Resident Voice — Promote tenant involvement in shaping services and improving housing outcomes.
Leadership & Operational Oversight
As the Senior CLO, you will oversee and ensure the effective delivery of all Community Liaison Officer duties, including:
- Incident Response Management — Oversee ASB response, ensuring incidents are de‑escalated appropriately and reports are completed within required timeframes.
- Tenant Education Delivery — Ensure tenants receive clear guidance on service charges, expectations, and responsibilities, especially in properties with arrears or recurring issues.
- Survey Completion Monitoring — Ensure weekly tenant surveys (Aspect, PRF, etc.) are completed to support service improvement.
- Complaint Handling Oversight — Ensure complaints are logged, addressed, escalated, and resolved within policy timeframes.
You will provide supervision, coaching, and performance management to the CLO to ensure all duties are completed to a high standard.
Complaints Management
- Complaint Handling — Lead on the investigation and resolution of tenant and community complaints.
- Compliance Tracking — Ensure all complaints are logged, monitored, and resolved in line with policy and regulatory expectations.
- Reporting — Produce regular reports for senior management, highlighting trends, risks, and service improvements.
KPI‑Driven Performance Management
You will ensure the CLO meets the following operational KPIs:
- Property Inspections: 100% of scheduled inspections completed
- Incident Response: All incident reports submitted within 24 hours (working days)
- Tenant Education & Service Charges: 90% of identified cases addressed within one month
- Tenant Surveys: 95% completion rate of planned weekly surveys
- Complaints Handling: 100% resolved within 24–48 hours depending on severity
You will monitor performance, identify gaps, and implement corrective actions where needed.
Compliance & Reporting
- Regulatory Compliance — Ensure all community relations and CLO operations meet housing regulations and internal policies.
- Record Keeping — Maintain accurate, auditable records for inspections and internal reviews.
- Audit Support — Contribute to audits, inspections, and quality assurance processes.
Strategic Development
- Service Improvement — Support the development of community engagement strategies and improvement plans.
- Innovation — Identify opportunities to enhance tenant experience and strengthen community cohesion.
- Partnership Building — Strengthen relationships with external agencies to support positive outcomes for residents.
What We’re Looking For
- Experience in supported housing, community safety, tenant relations, or similar frontline roles.
- Strong communication, conflict resolution, and de‑escalation skills.
- Experience supervising staff or leading operational delivery.
- Ability to work independently and make sound decisions.
- Understanding of safeguarding, confidentiality, and professional boundaries.
- Highly organised, reliable, and committed to maintaining high operational standards.
What We Offer
- Supportive leadership and structured supervision
- Opportunities for professional development
- A meaningful role improving the lives of vulnerable residents
- Benefits including:
- Company pension
- Free parking
- On‑site parking
Pay: From £14.00 per hour
Benefits:
- Company pension
- Free parking
- On-site parking
Work Location: In person
