Resident Liaison Officer

The Vacancy Resident Liaison Officer / Administrator – Enfield (Responsive Repairs)

Company: WPS
Salary: Competitive, based on experience
Office

Location:

Enfield
Projects: Across the M25 & Hemel Hempstead

WPS is seeking a proactive and organised Resident Liaison Officer (RLO) / Administrator to join our team. Based in our Enfield office
, you will act as the primary point of contact for residents, ensuring smooth communication, managing appointments, and handling concerns with empathy throughout responsive repairs. Your role is central to maintaining trust, minimising disruption, and supporting residents during ongoing works.

• Serve as the main resident contact for updates, concerns, complaints, and general enquiries
• Manage repair appointments, scheduling, access requirements
  , and real‑time updates
• Communicate professionally with residents, operatives, supervisors, and managers
• Handle issues and complaints with empathy, clarity, and solutions‑focused thinking
• Maintain accurate records, update internal systems, and processes
• Assist vulnerable residents, ensuring they understand the works and feel supported
• Provide general administrative support to the team
• Support projects across the M25 region and Hemel Hempstead

• Experience as an RLO, administrator, or in a social housing customer‑facing role
• Strong communication and interpersonal skills
• Proficient in Microsoft Excel and confident using IT systems
• Highly organised, calm under pressure, and able to manage competing priorities
• Excellent problem‑solver with a customer‑centred approach
• Works well independently and within a team
• Full UK driving licence (essential for travel between sites)
• Understanding of social housing and resident needs

• Be part of a supportive, growing team delivering essential services
• Play a meaningful role in helping tenants feel safe, informed, and valued
• Competitive salary with opportunities for long‑term 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.

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.

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