Leasehold Customer Liaison Officer

Overview

We are expanding our team in West London to provide a proactive and visible service to our residents. We have a new full time, permanent opportunity available for a Leasehold Customer Liaison Officer to join our Leasehold team.

As a Leasehold Customer Liaison Officer, you will provide a friendly housing management service to our leaseholders. Reporting to the Leasehold Customer Liaison Manager, you will be part of a dedicated team across London.

This is a hybrid role that combines field-based responsibilities with office-based work.

You will be the face of Guinness, and your key responsibility will be to provide an accessible face-to-face service for leaseholders, shared owners, DIY-shared ownership customers, and Home Buy residents.

You will work closely with our Homeowner Services team to manage and monitor Section 20 consultations, licences for alterations, etc.

We are a customer-focused organisation, so we know that how we do things is just as important as what we do. You’ll not only be an experienced leasehold housing professional, but you will also have great customer service skills and a willingness to go the extra mile to get the job done.

• Excellent customer service delivery, demonstrating good communication and interpersonal skills.
• Highly motivated with the ability to plan and work effectively without high levels of supervision.
• Ability to work ‘on the go’ using mobile technology.
• Strong resource and time management, and the ability to prioritise, delivering value for money.
• Experience of working in a climate of legislative and organisational change.
• Proven problem-solving and decision-making skills.
• Resilient and able to deal with challenging situations and deliver sustainable outcomes.
• Comfortable analysing data and drawing conclusions.
• Knowledge of Service Charges.

• Experience of working in the housing or property sector, ideally with leaseholders.
• Relevant professional qualifications in housing or a willingness to attain.
• Knowledge of regulatory legislation for leasehold and social housing.
• Previous budget management experience.

To find out more about the role and the essential requirements for the role, please review the role profile.

If you would like to be part of our team, we would love to hear from you.
Create your application today and submit a copy of your CV alongside a covering letter detailing how you meet the criteria of the role.

Interviews are planned for week-commencing 23rd February 2026.

Please note - There is a requirement for a basic DBS check which will be paid for by The Guinness Partnership.