Tenant Liaison Officer
Job Location: Brindley Place, Midlands – Walsall, Wolverhampton, South Staffs, Cannock Chase, Stafford, Birmingham, Sandwell, Dudley & Coventry.
Salary: £28,750
Contract type: Permanent
Working hours: 37 hours per week
Interview date: 1 May 2026 (applications encouraged early; role may close early).
About the role
At GreenSquareAccord we provide affordable homes and services that help communities thrive. The Tenant Liaison Officer (TLO) will play a key role in delivering high‑quality property improvements across our homes. This customer‑facing role involves acting as the link between residents, contractors and internal teams to ensure works are delivered smoothly, safely and with excellent communication.
What You’ll Be Doing
- Customer Engagement & Support:
- Serve as the main point of contact for customers throughout planned works.
- Carry out pre‑inspection visits and explain upcoming improvements.
- Provide information packs and guidance.
- Support vulnerable customers and raise safeguarding concerns where needed.
- Access Coordination & Programme Support:
- Schedule appointments and maintain accurate access records.
- Identify and resolve access issues early to avoid delays.
- Contractor & Partner Liaison:
- Share accurate customer and appointment details with contractors.
- Ensure contractors follow customer care standards.
- Attend site visits and project meetings.
- Customer Experience & Complaints:
- Handle customer queries and complaints professionally.
- Monitor satisfaction and gather feedback to improve services.
- Data & Compliance:
- Maintain accurate records across systems (MRI, ServiceConnect, etc.).
About you
Essential Skills & Experience:
- Strong customer service experience.
- Excellent written and verbal communication skills.
- Ability to manage your own workload and prioritise effectively.
- Experience handling challenging or sensitive situations with empathy.
- Good working knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint).
- GCSE (or equivalent) in Maths and English.
Desirable:
- NVQ Level 2+ in Customer Care (or similar).
- Experience within social housing.
- Analytical skills (e.g. Excel, Power BI).
Benefits
- 25 days annual holiday entitlement.
- A defined contribution pension scheme.
- Trust‑based flexible working and a Confidential Employee Assistance Programme (EAP).
- Two days paid volunteering leave per year.
- Buying and selling of annual leave.
- Opt‑in health cash plan with cover on eye test and glasses, dental, therapy and more.
All individuals who apply to work at GreenSquareAccord are considered on their merits in line with our Diversity and Inclusion strategy and policy. GreenSquareAccord is a Disability Confident Employer and actively encourages applications from individuals with disabilities, providing access, adjustments, equipment or other practical support where required. All applicants with a disability who meet the essential eligibility criteria for the role are guaranteed an interview. If you need any assistance, adjustments or adaptations throughout our selection processes please let us know.
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