Resident Liaison Officer

The Vacancy

12 months Fixed Term Contract

WPS are recruiting for an experienced Resident Liaison Officer (RLO) to support planned refurbishment works for a social housing partner across the Leicester area. This role is essential in ensuring residents feel informed, supported, and safe throughout the improvement programme.

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🏘️ Scope of Works

You’ll be supporting residents through a range of planned upgrade programmes, including:

• Kitchens
• Bathrooms
• Roofing
• Other internal and external refurbishment works typical within social housing planned maintenance

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🔑 Key Responsibilities

• Act as the primary point of contact for residents, ensuring clear and timely communication about planned works.
• Issue notices, access letters, appointments and general updates.
• Build strong relationships with residents, addressing queries, concerns and access issues professionally.
• Support site teams to ensure smooth delivery of works with minimal disruption to tenants.
• Attend and help organise resident meetings, community engagement sessions, and progress reviews.
• Maintain accurate records, resident feedback logs and project-related documentation.
• Manage complaints and escalations in a fair, sensitive and solution‑focused manner.

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📌 Requirements

• Previous experience as a Resident Liaison Officer (essential).
• Strong customer service, communication and organisational skills.
• Ability to work with residents from diverse backgrounds, including those who may require additional support.
• Confident handling sensitive conversations and resolving issues calmly.
• Full UK driving licence required due to travel around the Leicester area.

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🌟 Ideal Candidate

• Empathetic, approachable and patient.
• Highly organised with strong attention to detail.
• Able to work independently while supporting a wider operational team.
• Comfortable working in occupied homes and responding to resident needs throughout the refurbishment process.

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.