At a Glance
- Tasks: Lead resident engagement and support maintenance projects across social housing sites.
- Company: WPS, a leader in social housing maintenance with a focus on community.
- Benefits: Stable role, competitive salary, and a supportive work environment.
- Other info: Opportunity for autonomy and career growth in a dynamic setting.
- Why this job: Make a real difference in residents' lives while managing impactful projects.
- Qualifications: Experience in resident liaison and strong communication skills required.
The predicted salary is between 35000 - 45000 € per year.
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 offences. Additionally, certain roles may be subject to additional pre-employment checks.
Senior Resident Liaison Officer employer: WPS
WPS is an exceptional employer, offering a long-term, stable role as a Senior Resident Liaison Officer within the dynamic field of planned maintenance across the West Midlands. With a strong focus on employee growth and a supportive work culture, we provide our team with high levels of autonomy and responsibility, ensuring that every member can thrive while making a meaningful impact in the community. Our commitment to excellent customer engagement and professional development makes WPS a rewarding place to work for those passionate about social housing.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Resident Liaison Officer
✨Tip Number 1
Network like a pro! Reach out to your contacts in the social housing sector and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a Senior Resident Liaison Officer role.
✨Tip Number 2
Get involved in community events! Attend local meetings or workshops related to social housing. This not only boosts your visibility but also shows your commitment to resident engagement, which is key for this role.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the responsibilities of a Senior RLO. Highlight your skills in managing teams and handling complaints effectively during interviews.
✨Tip Number 4
Apply through our website! We make it easy for you to find and apply for roles that suit your skills. Plus, it shows you're serious about joining our team and contributing to our mission in social housing.
We think you need these skills to ace Senior Resident Liaison Officer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Senior Resident Liaison Officer role. Highlight your experience in managing RLO/TLO teams and your understanding of planned maintenance programmes.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for this role. Share specific examples of how you've successfully engaged with residents and managed expectations in previous positions.
Showcase Your Communication Skills:Since excellent communication is key for this role, ensure your application is clear and professional. Use straightforward language and structure your thoughts logically to demonstrate your ability to communicate effectively.
Apply Through Our Website:We encourage you to apply directly through our website. This way, you can ensure your application reaches us quickly and you’ll have access to all the latest updates about the recruitment process.
How to prepare for a job interview at WPS
✨Know Your Stuff
Make sure you understand the ins and outs of planned maintenance programmes, especially in social housing. Brush up on your knowledge about internal and external works, as well as the specific challenges that come with managing resident expectations in occupied homes.
✨Showcase Your Communication Skills
As a Senior Resident Liaison Officer, communication is key. Prepare examples of how you've effectively engaged with residents and resolved complaints in the past. Be ready to demonstrate your ability to manage difficult conversations and maintain professionalism under pressure.
✨Highlight Your Leadership Experience
You'll be managing a team of Resident Liaison Officers, so it's crucial to showcase your leadership skills. Think of specific instances where you've successfully led a team or project, and be prepared to discuss your approach to mentoring and supporting others.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think through potential challenges you might face in this role, such as handling a resident complaint or coordinating with site managers, and prepare your responses to show how you'd tackle these situations effectively.
