Leasehold Customer Liaison Officer

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.

• Provide a friendly housing management service to leaseholders and related customers.
• Act as the face of Guinness in face-to-face interactions with leaseholders, shared owners, DIY-shared ownership customers, and Home Buy residents.
• Work with the Homeowner Services team to manage Section 20 consultations and licences for alterations.
• Deliver a high standard of customer service and maintain effective communication with customers and colleagues.
• Adhere to regulatory and organisational requirements while supporting a smooth leasehold process.

• Excellent customer service delivery with strong communication and interpersonal skills.
• Ability to plan and work effectively without high levels of supervision.
• Ability to work on the go using mobile technology.
• Strong time management and prioritisation skills; ability to deliver value for money.
• Experience of working in a climate of legislative and organisational change.
• Proven problem-solving and decision-making abilities.
• Resilience and ability to handle challenging situations and deliver sustainable outcomes.
• Comfort with data analysis and drawing conclusions.
• Knowledge of Service Charges.
• Experience in housing or property sectors, ideally with leaseholders.
• Relevant professional qualifications in housing or willingness to attain.
• Knowledge of regulatory legislation for leasehold and social housing.

• Interviews are planned for week commencing 23 February 2026.
• There is a requirement for a basic DBS check, paid for by The Guinness Partnership.
• Application: please review the role profile and submit a copy of your CV with a covering letter detailing how you meet the criteria.