WPS are excited to be recruiting for an experienced Resident Liaison Officer (RLO) to join our team supporting a new client contract delivering planned maintenance works across the Wiltshire, Hampshire and Dorset area.
This is a fantastic opportunity to play a key role in ensuring residents are fully supported and informed throughout improvement works within occupied homes.
As a Resident Liaison Officer, you will act as the primary point of contact for residents, ensuring a smooth, positive, and customer-focused experience throughout the delivery of planned works.
You'll work closely with site teams and the wider project team to minimise disruption and ensure all works are completed efficiently and with resident satisfaction at the forefront.
This role is essential in maintaining strong relationships and ensuring works are delivered with clear communication and trust.
- Act as the main point of contact for residents throughout planned works
- Provide clear and timely communication, including notices, letters, and updates
- Coordinate property access and appointments to support programme delivery
- Build positive relationships with residents, addressing concerns and resolving issues promptly
- Maintain accurate records, communication logs, and resident feedback
- Manage complaints sensitively and in line with process, ensuring resolution
- Work collaboratively with site teams to minimise disruption to residents
- Attend resident meetings, surgeries, and community engagement sessions
These responsibilities are aligned with core RLO duties such as ensuring access, managing communication, and maintaining tenant satisfaction throughout the lifecycle of works.
We're looking for someone who is experienced, empathetic, and highly customer-focused.
Essential:
- Proven experience as a Resident Liaison Officer within planned works / social housing
- Strong customer service and communication skills
- Experience managing resident expectations in occupied properties
- Ability to handle complaints and sensitive situations professionally
- Full UK driving licence (due to travel across the Swindon area)
Desirable:
- Experience working on refurbishment programmes (e.g. kitchens, bathrooms, EWI, roofing)
- Knowledge of housing or construction environments
- A friendly, approachable, and professional manner
- Excellent organisational skills and attention to detail
- Confidence working with diverse communities
- A proactive approach to problem-solving and resident engagement
- Opportunity to support a new client mobilisation
- Be part of a team delivering meaningful improvements to residents' homes
- Work in a collaborative and supportive environment
- Gain experience on a key planned maintenance contract
If you're an experienced RLO with a passion for customer service and making a real difference to residents, we would love to hear from you.
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.
