RLO / Customer Services Officer Isle of Wight

Job Title: Resident Liaison Officer (RLO) / Tenant Liaison Officer (TLO) / Customer Services Officer
Location: Isle of Wight
Salary: Up to £34,000 (negotiable) + excellent benefits package
About the Role Are you experienced in Customer Service within the Social Housing sector? We\’re recruiting for a Resident Liaison Officer (RLO) to join one of the UK\’s leading Principal Contractors, working on a key project on the Isle of Wight. This is a full-time, permanent role based on a live tenanted site, so prior experience in a similar role is essential.
Join a supportive and well-established team with access to great benefits, including private healthcare, pension scheme, paid travel expenses, and more.
Key Responsibilities As an RLO / TLO / Customer Services Officer, you will be the main point of contact between residents, site teams, subcontractors, and client representatives. Your goal is to ensure smooth project delivery and a high level of resident satisfaction.
Your duties will include:

• Building and maintaining positive relationships with residents and stakeholders.
• Coordinating closely with the site and project management teams.
• Maintaining customer service procedures and ensuring consistent communication.
• Handling resident queries, complaints, and concerns with professionalism.
• Performing basic site administration, including:
  
  • Updating delivery receipts and stock takes in the in-house ‘Probe\’ system.
  • Managing alerts in the system and chasing responses.
  • Completing Right to Work checks for subcontractors.
• Drafting and sending communications to residents.
• Logging and tracking all issues raised, including actions taken, within company systems.
• Escalating unresolved matters to the Customer Services Manager when required.

Key Tasks

• Answering calls and booking resident appointments.
• Liaising with resident and client representatives.
• Ensuring effective resolution of service issues.
• Supporting project teams with accurate data entry and reporting.

What We\’re Looking For

• Previous experience in a similar Resident Liaison or Customer Service role within Social Housing is essential.
• Excellent communication and problem-solving skills.
• Organised, proactive, and comfortable working on a live site.
• IT literate with experience using internal CRM or project management systems (e.g., Probe).
• Ability to work independently and as part of a collaborative team.

Apply Now If you\’re a confident communicator with relevant housing or construction experience, we\’d love to hear from you!
Contact Heather on the number provided to apply or find out more.

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