At a Glance
- Tasks: Lead a team to ensure residents have a positive experience during housing projects.
- Company: Join a leading Tier 1 contractor focused on social housing retrofits.
- Benefits: 26 days annual leave, birthday off, car allowance, and flexible working options.
- Other info: Supportive team environment with opportunities for career growth.
- Why this job: Make a real difference in communities while developing your leadership skills.
- Qualifications: Experience in resident liaison and strong customer service skills required.
The predicted salary is between 40500 - 49500 £ per year.
We’re recruiting for a
Senior Resident Liaison Officer to join a leading Tier 1 contractor delivering social housing retrofit project.
Supporting multiple client contracts, you'll oversee the customer journey across a growing portfolio of works, ensuring excellent customer service standards are maintained.
This is a multi-county role with regular travel and the opportunity to work alongside experienced operational teams on long-term secured frameworks.
About The Role
As Senior Resident Liaison Officer, you'll provide leadership and support to a team of Tenant Liaison Officers across multiple projects, ensuring residents receive a positive experience throughout the works programme.
You’ll act as the escalation point for complaints and customer concerns, monitor service quality, and work closely with Operational Managers, Surveyors and Project Teams to drive customer satisfaction.
This is a fantastic opportunity for an experienced Resident Liaison professional looking to move into a broader, more senior role with responsibility for supporting and developing a wider liaison team.
Key Responsibilities
- Lead and support a team of Tenant Liaison Officers across multiple projects.
- Act as the senior escalation point for resident complaints.
- Monitor customer satisfaction and service delivery standards.
- Review KPI and customer satisfaction reporting.
- Support project mobilisation and resident engagement strategies.
- Build strong relationships with clients, residents and operational teams.
Essential
- Experience within social housing resident liaison, planned works or refurbishment projects.
- Previous experience leading, mentoring or supporting a resident liaison team.
- Strong complaint handling and customer service skills.
- Good IT skills, including Microsoft Excel.
- Full UK driving licence and willingness to travel across the region.
Desirable
- Retrofit or SHDF project experience.
- Experience managing customer satisfaction reporting and KPIs.
- Knowledge of social housing planned maintenance programmes.
- What's In It For You
- 26 days annual leave plus your birthday off.
- Opportunity to work on high‑profile social housing retrofit and decarbonisation programmes.
- Long‑term pipeline of secured work across multiple client frameworks.
- Supportive and collaborative team environment.
- Flexible approach to working where operationally possible.
- Car Allowance & Mileage reimbursement
- Access to additional vehicle benefits following probation.
- Our Commitments
WPS is proud to be an employer where anyone can thrive, and we welcome applications from candidates of all backgrounds.
We encourage you to apply even if you don’t meet every requirement, as we value transferable skills and assess all applications fairly.
We don't discriminate based on a criminal record; all applications are reviewed on an individual basis against the requirements of the role.
Some roles may require additional checks, due to the nature of the work.
As a Disability Confident Leader, we offer an interview to applicants with a disability who meet the minimum criteria for the role and opt in to the Disability Confident scheme.
- Reasonable adjustments are available, please contact us at
- #J-18808-Ljbffr
Senior Resident Liaison Officer employer: WPS
WPS is an exceptional employer that prioritises the professional growth of its employees while fostering a collaborative and innovative work culture. As the Executive Risk & Assurance Lead, you will have the unique opportunity to influence strategic decisions at the Board level, supported by a commitment to employee development and a proactive approach to risk management. Located in a dynamic environment, WPS offers a range of benefits that enhance work-life balance and promote a strong sense of community among its staff.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Resident Liaison Officer
✨Dive into Local Community Groups
Social work thrives on community connections, so get involved in local groups or forums specific to your interests. Whether it’s volunteering at local shelters or joining community action boards, these are great ways to boost your visibility and make direct contacts that could lead to opportunities like the one at WPS.
✨Attend Social Work Events and Workshops
Keep an eye out for workshops, seminars, or conferences in social work. These events are fantastic for meeting professionals in the field, learning about emerging trends, and spotting job openings. Plus, you might just bump into someone from WPS!
✨Showcase Your Passion and Expertise
Use platforms like Instagram or LinkedIn to share your journey and insights into the social work sector. Whether it’s writing about your experiences or sharing relevant articles, this helps to establish you as an engaged professional. Potential employers, like WPS, will notice your enthusiasm!
✨Leverage Your Network
Don’t hesitate to reach out to professors, mentors, or even past colleagues who are in social work. They might have inside knowledge about openings at WPS or be able to connect you with someone who’s hiring. Networking is key, especially in a full-time role where relationships matter.
We think you need these skills to ace Senior Resident Liaison Officer
Some tips for your application 🫡
Show Your Passion for Social Work:In your cover letter, let us see your passion for social work shine through! Talk about the experiences that made you want to pursue this career—whether it’s volunteering, personal experiences, or academic projects. We want to know why this field matters to you.
Emphasise Relevant Qualifications:Make sure your CV highlights any relevant qualifications, like degrees in social work or certifications like a DBS check. If you've done any workshops or training, don’t forget to include those as well. We're keen to see your commitment to your professional development!
Detail Your Experience with Clients:Since this is a hands-on field, detailing any direct experience you have with clients is crucial. Whether it's internships, volunteer roles, or previous jobs, highlight those experiences in your CV to show us you've got the practical skills necessary for the job!
Tailor Your Application to WPS:Before hitting send, make sure to tailor your application specifically to WPS! Research our mission and values, and refer to them in your cover letter. This shows us that you understand our work and are genuinely interested in being a part of our team!
How to prepare for a job interview at WPS
✨Understanding the Role of Empathy
In social work, understanding and demonstrating empathy is key. Be prepared to share personal experiences or scenarios where you effectively showed compassion and support. This helps show that you genuinely care about the well-being of others, which is crucial in social work.
✨Demonstrating Knowledge of Frameworks
Familiarise yourself with the frameworks and models used in social work, such as the Strengths-Based Approach or the Ecological Perspective. Be ready to discuss how these frameworks apply to your work, especially if you can tie them into real-world examples or case studies you've encountered.
✨Showcasing Your Multi-Disciplinary Skills
In a full-time social work role, you'll often collaborate with healthcare professionals, educators, and law enforcement. Be prepared to describe your teamwork experiences and how you've effectively communicated with other disciplines to achieve the best outcomes for clients.
✨Preparing for Scenario-Based Questions
Expect questions that put you in hypothetical social work situations, such as dealing with a crisis or managing a complex case. Think through your thought process for these scenarios beforehand, considering how you'd assess the situation and what steps you'd take, as this demonstrates your critical thinking and problem-solving abilities.
