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Tenant Liaison Officer

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Saffron Housing Trust

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Location:
United Kingdom , Long Stratton, Norwich, Norfolk

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Category:
Construction

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Contract Type:
Employment contract

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Salary:

31981.50 GBP / Year
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Job Description:

We have an exciting opportunity for a Tenant Liaison Officer to provide high-quality information, guidance and support to customers throughout refurbishment, maintenance and major works programmes delivered as part of Saffron's decarbonisation programme. The role will also support the monitoring of improvement measures to help evidence their effectiveness, while working closely with Retrofit Coordinators and contractors to ensure the programme is delivered efficiently and maintains high levels of customer satisfaction.

Job Responsibility:

  • Communicate to, support and advise our tenants throughout the full survey, install and monitoring process on upcoming works programmes relating to the Warm Homes Social Housing Fund
  • Be the main point of contact for any tenant enquiries both over the phone and face to face
  • Liaising with Contractors and Tenants to ensure that work standards are maintained
  • Working alongside other teams within the Asset Management, Tenant Engagement and Lettings departments

Requirements:

  • GCSEs (or equivalent) in English and Maths
  • ONC in construction or relevant asset/housing experience
  • Housing, customer service or business administration qualification at Level 2 or Level 3, or equivalent relevant experience
  • Chartered Institute of Housing (CIH) qualification or willingness to work towards one
  • Health and safety, safeguarding or customer care training relevant to a tenant-facing role
  • Previous experience in social housing, property services or a customer-focused role
  • Experience of supporting tenants or customers during planned works, refurbishment, maintenance or improvement programmes
  • Experience of working with contractors, consultants and internal teams to coordinate service delivery and resolve issues
  • Experience of handling complaints, managing enquiries and responding sensitively to customer concerns
  • Experience of working with vulnerable tenants and promoting access, inclusion and positive customer outcomes
  • Ability to work independently and collaboratively as part of a wider team, with minimal supervision
  • Strong organisational and time management skills, with the ability to prioritise workloads and meet agreed deadlines
  • Excellent verbal and written communication skills, with the confidence to engage effectively with tenants, contractors and colleagues
  • Good IT skills, including Microsoft Word, Excel, Outlook and Teams
  • Ability to maintain accurate records, monitor feedback and produce clear, concise reports
  • Understanding of customer care, safeguarding and the importance of confidentiality in a tenant-facing role
  • Full, current and valid driving licence
  • High level of accuracy and attention to detail
  • Professional, approachable and tenant-focused in manner
  • Empathetic and resilient, with the ability to remain calm and constructive in challenging situations
  • Committed to delivering a high standard of customer service and positive tenant outcomes

Nice to have:

  • Housing, customer service or business administration qualification at Level 2 or Level 3, or equivalent relevant experience
  • Chartered Institute of Housing (CIH) qualification or willingness to work towards one
  • Health and safety, safeguarding or customer care training relevant to a tenant-facing role
  • Experience of working with contractors, consultants and internal teams to coordinate service delivery and resolve issues
  • Experience of handling complaints, managing enquiries and responding sensitively to customer concerns
  • Experience of working with vulnerable tenants and promoting access, inclusion and positive customer outcomes
  • Ability to maintain accurate records, monitor feedback and produce clear, concise reports
  • Understanding of customer care, safeguarding and the importance of confidentiality in a tenant-facing role
What we offer:
  • Covers the membership fee of one professional body relevant to your job role
  • Excellent opportunities for training & courses
  • Generous holiday entitlement
  • Holiday Trading
  • Volunteer and study days
  • Enhanced Family Leave
  • Access to our Employee Assistance Program
  • Trained Mental Health First Aiders
  • Wellbeing check-ins
  • Aviva Pension Scheme
  • Life Assurance cover
  • Bupa Private Medical Insurance
  • Medicash Cashback Plan
  • Cycle to work scheme
  • Tusker Car Scheme

Additional Information:

Job Posted:
May 17, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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