Tenant Liaison Manager

The Opportunity

Our client is a leading contractor within the social housing refurbishment sector, delivering planned maintenance, retrofit, decarbonisation, and regeneration projects for housing associations and local authorities across the UK.

Due to continued growth, they are seeking an experienced Tenant Liaison Manager to lead resident engagement across a portfolio of occupied social housing refurbishment projects. This is a senior customer-focused role requiring someone who can balance resident satisfaction, client expectations, and operational delivery while managing a team of Tenant Liaison Officers.

This position offers the opportunity to play a key role in ensuring projects are delivered with minimal disruption to residents while maintaining excellent customer satisfaction scores and contractual KPI performance.

Key Responsibilities

• Manage and develop a team of Tenant Liaison Officers across multiple contracts.
• Act as the primary point of contact for client representatives regarding resident engagement and customer service performance.
• Develop and implement resident communication strategies for refurbishment programmes.
• Monitor and improve customer satisfaction, complaints management, and resident feedback processes.
• Support operational teams in maintaining strong relationships with residents throughout project delivery.
• Ensure vulnerable residents are identified and supported appropriately.
• Produce performance reports covering KPIs, customer satisfaction metrics, complaints, and social value initiatives.
• Lead resident consultations, community engagement events, and stakeholder meetings.
• Drive continuous improvement in customer experience and service delivery.

Candidate Requirements

We are particularly interested in speaking with candidates who have:

• Previous experience as a Tenant Liaison Manager, Resident Liaison Manager, Customer Experience Manager, or similar role within social housing.
• Strong understanding of planned maintenance, refurbishment, retrofit, decarbonisation, or regeneration programmes.
• Experience managing customer-facing teams and delivering high levels of resident satisfaction.
• Proven ability to manage complaints and resolve complex resident issues.
• Excellent communication and stakeholder management skills.
• Experience working directly with housing associations, local authorities, or principal contractors.
• Strong reporting and performance management capabilities.
• Full UK driving licence.

What's on Offer?

• Competitive salary package.
• Car allowance/company vehicle.
• Pension scheme.
• Career progression opportunities within a growing business.
• Long-term pipeline of secured social housing contracts.
• Supportive and collaborative leadership team.

Ideal Candidate

The ideal candidate will be a confident people manager who understands the unique challenges of delivering refurbishment works in occupied homes. They will have a track record of improving customer satisfaction, managing resident-facing teams, and building strong client relationships within the social housing sector. Experience working for a main contractor delivering planned works programmes would be highly advantageous.