Resident liaison officer

The Vacancy

🏘️ Resident Liaison Officer – Retrofit Projects (Carlisle)

📍 Location: Carlisle
🏢 Business Unit: WPS
📄 Contract Type: Full-time, Permanent

Are you passionate about making a difference in people’s lives and communities? Do you thrive on building trust, solving problems, and ensuring smooth communication between residents and project teams? If so, we want you on our team!

WPS is delivering a series of exciting retrofit projects across Carlisle, and we’re looking for a dedicated Resident Liaison Officer to be the friendly face and reliable point of contact for tenants throughout the works. Your role will be key in ensuring tenants are informed, supported, and satisfied throughout the delivery of these improvements.

👥 What You’ll Be Doing

1. Liaising daily with residents and leaseholders to arrange access, surveys, and appointments
2. Acting as the first point of contact for tenant queries, concerns, and complaints
3. Ensuring all communications are honest, clear, and empathetic
4. Supporting site teams with Health & Safety checks and compliance
5. Maintaining accurate records of inspections, complaints, and meeting actions
6. Collaborating with subcontractors, surveyors, project managers, and clients to ensure works meet specifications and resident expectations
7. Helping resolve disputes and damage claims professionally
8. Carrying out audits and site safety checks
9. Ensuring the business remains compliant with OF and Health & Safety regulations

🧠 What You’ll Bring

10. Strong communication and listening skills
11. Confidence dealing with complaints and resolving issues
12. A proactive, supportive, and organised approach
13. Cultural awareness and empathy for diverse tenant needs
14. IT proficiency (Excel, Word, Outlook)
15. Asbestos Awareness (desirable)
16. Full UK Driving Licence (essential)
17. Bilingual skills (a bonus!)

🚀 Why Join WPS?

At WPS, we’re committed to improving homes and lives through sustainable retrofit solutions. You’ll be part of a supportive team that values your contribution and offers opportunities for growth and development.

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.

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.

Awards

BEST PROJECT

Inside Housing Development Awards

WINNER

2022 Construction News Awards Winner

GOLD AWARD

Investors in People 2022

GOLD AWARD

Considerate Constructors Schemes (CCS) National Site Awards

TOP 50 EMPLOYERS

2022 Top 50 Employers for Women

WINNER

2022 Working Families Best Practice Awards