Tenant Liaison Officer (Birmingham)

About the role

The Tenant Liaison Officer will act as the primary point of contact between residents, housing teams and operational staff for Liberty Property Services in Birmingham. You will help deliver servicing and compliance programmes across social‑housing properties, ensuring tenants receive a first‑class experience at every interaction.

Key responsibilities

• Build and maintain positive relationships with tenants, neighbours, housing officers and client representatives.
• Manage customer engagement and communication throughout the service delivery process.
• Deliver legal appointment letters and conduct legal appointment visits when required.
• Visit properties to achieve access and carry out door‑to‑door engagement or cold‑calling for compliance deadlines.
• Support vulnerable customers, understanding and communicating their individual requirements.
• Resolve customer concerns professionally, reducing complaints and improving satisfaction.
• Work closely with operational and scheduling teams to improve access rates and contractual performance.
• Maintain accurate customer records using handheld devices and company software.
• Attend client and site meetings and contribute to continuous‑improvement initiatives.

Required profile

• Approachable, empathetic and able to build trust with residents.
• Professional and proactive attitude with strong organisational abilities.
• Calm and effective handling of challenging situations.
• Excellent communication and customer‑service skills.

Required skills

• Experience using Microsoft Outlook.
• Experience using Microsoft Word.
• Experience using Microsoft Excel.