Tenant Liaision Officer; TLO

Position: Tenant Liaision Officer (TLO)
Location: Digbeth

An exciting opportunity has arisen for a Tenant Liaison Officer (TLO) to join a growing regeneration business delivering construction, maintenance, refurbishment and decarbonisation programmes across the UK.
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. The role will be based in Central Birmingham, with contracts and projects taking place across Birmingham. It will be primarily site-based, with flexibility for hybrid working.

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.
About You

Previous experience working as a Tenant Liaison Officer (TLO) within social housing is essential.
Proven experience supporting residents through planned maintenance, refurbishment, regeneration or improvement works.
Experience handling customer enquiries, complaints and challenging situations professionally.
Strong communication, relationship-building and problem-solving skills.
Experience working in a fast-paced environment, managing multiple priorities and deadlines.
Experience working with housing associations, local authorities or public sector clients.
Understanding of customer service, complaint handling and customer satisfaction.
Good understanding of data protection, confidentiality and accurate record keeping.
Knowledge of social housing and regeneration environments.
Confident working with residents on site and liaising with multiple stakeholders.
Full UK driving licence.
What's on Offer?
£28,000 – £35,000 per annum, depending on experience.
Car allowance.
Permanent position.
Central Birmingham-based, with contracts across Birmingham.
Primarily site-based with hybrid flexibility.
Pension contribution scheme.
Life assurance.
Private healthcare available.
Bonus scheme.
Volunteering Leave Scheme.
Excellent training, development and career progression opportunities.
Opportunity to join a growing regeneration business.
Customer-focused role supporting communities and improving homes.
If you're an experienced customer-focused professional who enjoys building relationships, solving problems and making a genuine difference to residents, apply now or contact Olivia at (url removed) for more information