Tenant Liaison Officer (TLO) in Liverpool

If you would like to know a bit more about this opportunity, or are considering applying, then please read the following job information.

Location: Liverpool

Salary: £26,000 – £30,000 per year

Contract: Permanent (or freelance)

Ready to Make a Real Impact in Local Communities?

We are an established and fast‑growing construction and facilities management organisation delivering high‑quality refurbishment, maintenance, and improvement works across the North West. As we expand our footprint, we’re strengthening our customer‑facing teams to ensure residents receive exceptional support throughout all project stages.

If you are empathetic, organised, and genuinely passionate about helping people, this is your opportunity to shine in a role where your communication skills make a meaningful difference every day.

The Role

As a Tenant Liaison Officer (TLO), also known as a Customer Relationship Manager (CRM), you will be the primary point of contact between residents, site teams, and project managers. Your role ensures that tenants feel informed, supported, and reassured before, during, and after improvement works. You will play a crucial part in building trust, resolving issues, supporting vulnerable residents, and helping deliver a smooth, positive experience for every household involved.

Key Responsibilities

• Act as a friendly, responsive first point of contact for residents throughout planned works, maintenance, and refurbishment projects.
• Carry out pre‑start visits, resident induction meetings, surveys, and consultations.
• Communicate work schedules, progress updates, access requirements, and changes clearly and empathetically.
• Work collaboratively with site teams to address resident needs and support vulnerable households sensitively.
• Record enquiries, concerns, complaints, and resolutions accurately in line with GDPR.
• Assist with the organisation of resident engagement activities, drop‑ins, and information events.
• Conduct regular site walks to identify issues and keep residents informed.
• Promote safe working practices, safeguarding principles, and equality and diversity standards.

Skills & Experience Required

• Experience within social housing, construction, facilities management, repairs, or community engagement.
• Excellent communication and interpersonal skills (able to calm, reassure, and support residents).
• Strong organisational and administrative skills with attention to detail.
• Ability to navigate sensitive or challenging conversations professionally.
• A valid UK driving licence and willingness to travel to sites across Liverpool.

You Will Ideally Have:

• Previous experience in a similar role such as Tenant Liaison Officer, Resident Liaison Officer, Customer Liaison Officer, or Customer Relationship Manager.
• Experience working for a contractor, housing provider, or organisation delivering planned works, maintenance, or refurbishment projects.
• Understanding of safeguarding and supporting vulnerable tenants.
• Confidence engaging with diverse communities and handling a wide range of tenant needs.

What We Offer

• Competitive salary
• Company pension scheme
• Generous holiday allowance
• Ongoing training and development, with clear pathways into housing, customer experience, or site coordination roles.
• Supportive team culture with a strong focus on wellbeing and community impact.
• The opportunity to make a genuine difference in the lives of residents across the region.

Our Commitment to Communities

We believe in giving back. Whether through community engagement events, supporting local causes, or improving neighbourhoods through our construction projects, our goal is to create places people are proud to call home. When you join us, your work helps uplift communities, not just complete projects.

Diversity & Inclusion

We welcome applications from all backgrounds and are committed to creating an inclusive, respectful, and supportive working environment where everyone can succeed.