Tenant Liaison Officer

Tenant Liaison Officer (Birmingham and local areas)

Are you the kind of person who can walk into a room, put someone at ease, and help problems feel smaller? Do you enjoy turning conversations into clear next steps—and making sure tenants feel listened to, respected, and supported?

At the heart of this role is one simple promise: everything we do should improve people’s lives—whether that’s through a safe, good quality home, or through care and support that helps someone live independently. As a Tenant Liaison Officer in Birmingham, you’ll be the reassuring, practical point of contact that connects tenants, services, and solutions.

About the role

- To provide support to booking in appointments with the customers.

- Raising contract orders and suppling access details to external contractors.

- Manage contractor relationships.

- Planning work in for the operatives on service connect.

- Collecting in inputting information on MRI operating System.

- Attending prestart surveys with designers.

- Explaining the process of works to the customer and capturing process via written forms and photographs.

- Act as the main point of contact and deal with any problems/queries that customers may have.

- Monitor post inspection, customers satisfaction and complaints.

- Provide support to the delivery team throughout the refurbishment process.

- Manage relationships to engage on access procedures and installation programmes.

- Engagement with planning teams to support delivery of programmes.

Who you are

We’re looking for a person who combines strong communication with practical problem-solving. You don’t need to be perfect—you do need to be dependable, respectful, and committed to supporting people properly.

• You have confidence engaging with a wide range of people, including those experiencing vulnerability, stress, or frustration.
• You can listen carefully, remain calm, and respond with clarity.
• You’re organised—able to manage competing priorities while keeping records accurate.
• You understand the importance of confidentiality and appropriate boundaries.
• You’re able to work collaboratively, building trust with internal teams and partners.
• You take ownership of actions—because tenants don’t just need promises, they need progress.

Experience with housing, tenancy support, customer relations, or front-line community services is helpful, but what matters most is your attitude and ability to deliver consistently.

Why this role matters

People can feel overlooked when support is difficult to access. They can feel powerless when communication breaks down. Your role helps restore certainty: you’ll be the person who follows up, keeps people informed, and helps ensure that support is there when it’s needed.

By strengthening tenant relationships and improving service experience, you’ll contribute directly to safe, stable homes and greater independence.

Location

Birmingham (role based in the local area).

Next steps

Apply now to join a team that puts people at the centre of everything—and help create an experience tenants can rely on.