Resident Liaison Officer

£27,950.00 to £34,650.00 per year, £34,650.00 including car allowance

Contract Type: Permanent

Hours: Full time

Disability Confident: No

Closing Date: 17/04/2026

About this job

We continue to expand and are seeking a Resident Liaison Officer to join our established Capital (Planned Works/Refurbishment) Division in Cheltenham, covering areas from North Bristol to Cheltenham.

This role is integral to maintaining Ian Williams's strong community partnerships and positive relationships with customers, clients, and external organisations.

If you are passionate about making a difference in the community, thriving on building strong relationships and improving the lives and surroundings we work in, we want to hear from you £34,650.00 inclusive of car allowance.

• Be part of the company profit share scheme (14% of base salary achieved last year)
• Private mileage scheme and fuel card
• Employer pension contribution of up to 5%
• Life Insurance
• Free legal and financial advice, and counselling through the Lighthouse Construction Industry Charity

Resident Liaison Officer role

As a Resident Liaison Officer, you'll support the successful delivery of our Capital contract, working within the communal and internal areas of residential properties.

You'll be the first point of contact for residents and our directly employed site teams/contractors and be a crucial part of the team responsible for communicating internally and externally about upcoming renovation works, the progress, and its completion.

An operational team of Contract Managers and a Business Manager will support you.

Responsibilities

• Be proactive in maintaining excellent relationships with residents via letters, face to face visits, events, and telephone calls to enable customer satisfaction and a smooth uninterrupted workflow.
• Maintain electronic records appropriately, producing and updating reports detailing customer satisfaction and progress levels for the contract.
• Proactively resolve problems and complaints regarding the works, consulting with all parties involved positively and honestly, always bearing in mind the contract deliverables.

Qualifications & Experience

• Excellent communication and customer service skills with the ability to be open, honest, and firm where appropriate.
• Experience as a Resident Liaison Officer/Tenant Liaison Officer and/or Social Value Officer for a property services contractor or similar is preferred.
• However, similar backgrounds with transferrable customer service skills will be considered.
• Strong organisational skills with the ability to prioritise and react quickly to issues as they arise whilst seeing them through to completion and resolution.
• Excellent IT skills including Microsoft (Word and Outlook).
• A full UK driving licence which is essential to undertake the role of Resident Liaison Officer.

Additional Benefits

• Enhanced maternity/ paternity pay
• Training and development opportunities
• Trade discounts from our preferred suppliers for you and your friends and family
• Specsavers vouchers
• For information on all other additional benefits, please visit our website.

Ian Williams is committed to creating a diverse environment and is proud to be an equal opportunity employer.