Tenant Liaison Officer

Overview

North builds stronger networks and creates smarter places. Our intelligent technology solutions and robust network infrastructures transform the way people, places, and organisations work. And we focus our expertise on working in three specialist sectors: public services, enterprise & data centres, and defence & justice.

Our people are industrious and inventive. We collaborate closely with our clients to understand their unique needs and challenges and take pride in delivering impactful solutions that make their environments better connected, simpler to manage, safer to be in, and more efficient to run.

The work we do at North is pioneering and fun. We build meaningfully, we think bigger, and we always advance. Our diverse range of customers and services make every day different. We always look at things from the customer’s point of view. Our values are know your craft, know your colleagues, know your customers and know how to connect. At North, we know and value the power of connecting people, skills and technologies in new and exciting ways.

Responsibilities

As Tenant Liaison Officer (TLO) you will be responsible for:

• Serve as the dedicated liaison for residents and GC building management for the duration of the delivery programme.
  
  
• Ensure all communication regarding planned works is accurate, timely, and tailored to residents' needs.
  
  
• Collaborate closely with the GC TLO to coordinate and confirm appointments for in-flat works, providing residents with specific dates and times.
  
  
• Confirm resident appointments the working day before scheduled access to minimize failed visits.
  
  
• Log all missed or failed appointments.
  
  
• Conduct weekly meetings with the GC TLO
  
  
• Respond to resident queries promptly and maintain professional, supportive engagement at all times.
  
  
• Communicate using various formats (verbal, printed letters, and electronic communications) based on resident preference and accessibility.
  
  
• Organise and host fortnightly resident briefing sessions to explain health and safety measures, access requirements, restrictions, and overall progress. These sessions also serve as a platform for Q&A and updates.
  
  
• Ensure resident engagement is maintained and strengthened through transparent and respectful communication practices.
  
  
• Maintain a central communication register, recording:
  
  
• Details of any failed or missed appointments
  
  
• Content and purpose of the interaction
  
  
• Date, time, and method of communication
  
  
• Ensure all records are stored and updated in coordination with North’s Project Management Office (PMO).
  
  
• Adhering to compliance requirements for Health and Safety, Environmental, Quality, Information Security and Data Protection relevant to your job, function and location.
  
  Qualifications
  
  For development purposes the following knowledge, skills and experience are required.
  
  
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Essential Skills and Experience:

* Proven experience in a customer-focused or liaison role, ideally within construction, housing, or high-rise refurbishment projects.

* Excellent interpersonal and communication skills with a strong ability to engage residents from diverse backgrounds.

* Strong organisational and scheduling skills, with high attention to detail.

* Ability to handle sensitive situations with diplomacy, patience, and empathy.

* Comfortable working in fast-paced, project-based environments.

* Competent in maintaining accurate records and using communication tracking tools.

* Ability to work collaboratively with multiple stakeholders (project managers, site teams, building management, residents).

Desirable Qualifications/Experience:

* Experience working in a live environment (e.g., housing refurbishment, hospital upgrades, etc.).

* Background in property management, social housing, or tenant relations.

* Familiarity with health and safety protocols on construction or refurbishment sites.

North rewards employees with a competitive market salary and an excellent benefits package and offers fantastic opportunities for progression throughout the company. Further details of package on offer will be discussed at application stage. North is an equals opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees