Resident Liaison Officer

The Vacancy

We have an exciting opportunity for a Resident Liaison Officer to join our WPS Maintenance team, supporting the Crawley contract. This role is ideal for someone who thrives on building strong relationships with residents and ensuring a smooth delivery of planned works in occupied homes.

Key Responsibilities

• Act as the main point of contact for residents throughout the works programme.
• Support the lead supervisor in planning and delivering the annual programme of works.
• Issue notices of access and ensure residents are fully informed of upcoming works.
• Attend and organise regular progress meetings with residents and project teams.
• Maintain a robust complaints procedure and resolve disputes or damage claims.
• Attend community engagement events and represent Wates positively.
• Monitor and report on recurring defects and resident feedback.
• Ensure all communications and interactions reflect Wates’ commitment to customer care and social value.

What We’re Looking For

• Excellent interpersonal and communication skills.
• Experience in a customer-facing role, ideally within housing or construction.
• Ability to manage sensitive conversations and resolve issues diplomatically.
• Organised, proactive, and able to work independently across multiple sites.
• Full UK driving licence and willingness to travel locally.

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.

To learn more about the checks included in this process, please click on the following link: National Security Vetting

Work for Wates

Wates is one of the UK’s leading family-owned development, building and property maintenance companies.  Founded over 125 years ago, we have a proud legacy in the built environment.

We are driven by our purpose, ‘reimagining places for people to thrive’ and our three promises:

• Thriving places – working with customers, partners and communities to create places that are more sustainable, inclusive, and full of opportunity.
• Thriving planet – protecting nature and taking action on climate change by collaborating and innovating with our partners.
• Thriving people – creating opportunities and relationships so that everyone who works for and with us feels included, invested in and treated with care.

We are proud to be recognised as Gold Investors in People and as a Disability Confident employer.  We also ensure that our recruitment processes do not treat anyone less favourably due to an offending background.