WPS is seeking an experienced Resident Liaison Officer (RLO) to join our team, supporting planned retrofit works programmes within social housing across Swindon, Oxfordshire, and surrounding areas. This is a key customer‑facing role, ideal for someone confident, professional, and passionate about delivering a positive resident experience during refurbishment and improvement works. As a Resident Liaison Officer, you will act as the main point of contact between residents, site teams, and internal stakeholders, ensuring clear communication and a smooth customer journey throughout planned works projects.
Given the nature of this position, you will need to undergo a Basic Disclosure and Barring Service (DBS) check 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. Certain roles may also be subject to additional pre‑employment checks. For more information about the checks included in this process, please read the National Security Vetting policy.
Responsibilities
- Building strong relationships with residents and acting as their primary point of contact.
- Keeping residents informed before, during, and after planned works.
- Managing appointments, access arrangements, and expectations.
- Handling and resolving complaints and queries in a professional and timely manner.
- Supporting site teams to minimise disruption to residents.
- Maintaining accurate records and updating systems accordingly.
- Ensuring a consistently high standard of customer service and communication.
Qualifications
- Proven experience as an RLO in planned works (essential).
- Strong communication and interpersonal skills.
- Confidence managing complaints and challenging situations.
- A professional, empathetic, and customer‑focused approach.
- Excellent organisation and attention to detail.
- Ability to work independently and manage your own workload.
- A full UK driving licence and willingness to travel locally.
Benefits
- Opportunity to work on meaningful projects within social housing communities.
- Supportive team environment.
- A role where you can make a real difference to resident experience.
- Ongoing development opportunities.
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