An exciting opportunity has arisen for a Tenant Liaison Officer (TLO) to join a social housing contractor working on upgrades with council housing stock throughout Cambridge, covering various site locations across the city
The organisation works closely with housing providers, local authorities and communities to improve homes and create positive outcomes for residents. This is a great opportunity for a customer-focused professional looking to build their career within a growing and purpose-driven organisation.

The TLO will act as the main point of contact for residents throughout improvement and regeneration works, you will build strong relationships with residents, coordinate appointments, provide regular updates and resolve concerns, ensuring customers remain informed and supported throughout the works.

Key Responsibilities

• Act as the main point of contact for residents throughout improvement works.
• Build positive and trusted relationships with customers.
• Arrange appointments and coordinate access with site and operational teams.
• Keep residents informed of works, timescales, changes and potential disruption.
• Conduct customer visits and proactively address concerns.
• Support vulnerable residents and ensure their needs are considered.
• Handle customer enquiries, complaints and service requests professionally.
• Work with operational teams to resolve issues quickly and effectively.
• Maintain accurate customer records and case management information.
• Collect customer feedback and support customer satisfaction monitoring.
• Work with clients, site teams and community stakeholders to deliver positive outcomes.
• Contribute to service improvements and a strong customer-first culture.

Essential Experience

• Experience in a customer-facing, tenant liaison or customer experience role.
• Experience handling customer enquiries, complaints and challenging situations.
• Strong communication, relationship-building and problem-solving skills.
• Experience working in a fast-paced environment, managing multiple priorities and deadlines.
• Experience within social housing, planned maintenance, construction, regeneration or property services is highly desirable.
• Experience working with housing associations, local authorities or public sector clients is advantageous.
• Understanding of customer service, complaint handling and customer satisfaction.
• Good understanding of data protection, confidentiality and accurate record keeping.
• Knowledge of social housing or regeneration environments is advantageous.
• Confident working with customers on site and across multiple stakeholders.
• Full UK driving licence.