Tenant Liaison Officer
Job Location: Brindley Place. Midlands - Walsall, Wolverhampton, South Staffs, Cannock Chase, Stafford, Birmingham, Sandwell, Dudley & Coventry.
Salary: £28,750
Contract type: Permanent
Working hours: 37 hours per week
Interview date - 14 May 2026.
About the role
At GreenSquareAccord, our customers are at the heart of everything we do. We`re looking for a Tenant Liaison Officer (TLO) to join our Planned Investment team and play a key role in delivering high-quality property improvements across our homes.
This is a customer-facing role where you`ll act as the vital link between residents, contractors, and internal teams ensuring works are delivered smoothly, safely, and with excellent communication throughout.
What You`ll Be Doing:
Customer Engagement & Support
Essential Skills & Experience
We are GSA, we provide affordable homes and services that create a foundation from which people in our communities can thrive.
We own and manage 25,000 homes in diverse communities across the West Midlands and Southwest.
Everyone deserves a home, it`s a place from which we build our future, we thrive at home.
We are proud to play an active role in dealing with the consequences of the housing crisis, by providing affordable homes for people in our communities who need them most.
Often a home is all someone needs, but when our customers need more, we offer a range of services, including care, money advice and coaching to support them.
We also provide care and support to some of the most vulnerable people in society. This includes support for people who are homeless, experiencing domestic violence or are part of the criminal justice system.
The GSA Way
We know that how we do things is just as important as what we do. To help us make a difference, together, we created the GSA Way.
A culture we commit to, aspire to, and live and breathe. Commitments and behaviours which together make our organisation what it is.
Our five core commitments are:
Benefits
In support and recognition of our colleagues who will help us deliver our employer strategy, we offer a fantastic benefits package. This includes:
GreenSquareAccord are a Disability Confident Employer therefore we actively encourage applications from individuals with disabilities and try to provide access, adjustments, equipment or other practical support where required. All applicants with a disability who meet the `essential eligibility criteria` for the role, as detailed in the job description, are guaranteed an interview.
If you need any assistance, adjustments or adaptations throughout our selection processes please let us know.
Job Location: Brindley Place. Midlands - Walsall, Wolverhampton, South Staffs, Cannock Chase, Stafford, Birmingham, Sandwell, Dudley & Coventry.
Salary: £28,750
Contract type: Permanent
Working hours: 37 hours per week
Interview date - 14 May 2026.
About the role
At GreenSquareAccord, our customers are at the heart of everything we do. We`re looking for a Tenant Liaison Officer (TLO) to join our Planned Investment team and play a key role in delivering high-quality property improvements across our homes.
This is a customer-facing role where you`ll act as the vital link between residents, contractors, and internal teams ensuring works are delivered smoothly, safely, and with excellent communication throughout.
What You`ll Be Doing:
Customer Engagement & Support
- Be the main point of contact for customers throughout planned works
- Carry out pre-inspection visits and clearly explain upcoming improvements
- Provide information packs and guidance
- Support vulnerable customers and escalate safeguarding concerns where needed
- Schedule appointments and maintain accurate access records
- Identify and resolve access issues early to avoid delays
- Share accurate customer and appointment details with contractors
- Ensure contractors follow customer care standards
- Attend site visits and project meetings
- Handle customer queries and complaints professionally
- Monitor satisfaction and gather feedback to improve services
- Maintain accurate records across systems (MRI, ServiceConnect, etc.)
Essential Skills & Experience
- Strong customer service experience
- Excellent communication skills (written and verbal)
- Ability to manage your own workload and prioritise effectively
- Experience handling challenging or sensitive situations with empathy
- Good working knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint)
- GCSE (or equivalent) in Maths and English
- NVQ Level 2+ in Customer Care (or similar)
- Experience within social housing
- Analytical skills (e.g. Excel, Power BI)
We are GSA, we provide affordable homes and services that create a foundation from which people in our communities can thrive.
We own and manage 25,000 homes in diverse communities across the West Midlands and Southwest.
Everyone deserves a home, it`s a place from which we build our future, we thrive at home.
We are proud to play an active role in dealing with the consequences of the housing crisis, by providing affordable homes for people in our communities who need them most.
Often a home is all someone needs, but when our customers need more, we offer a range of services, including care, money advice and coaching to support them.
We also provide care and support to some of the most vulnerable people in society. This includes support for people who are homeless, experiencing domestic violence or are part of the criminal justice system.
The GSA Way
We know that how we do things is just as important as what we do. To help us make a difference, together, we created the GSA Way.
A culture we commit to, aspire to, and live and breathe. Commitments and behaviours which together make our organisation what it is.
Our five core commitments are:
- We believe our customer is everything
- We are one team
- We are supportive and caring
- We are business-minded for social purpose
- We are curious and ambitious.
Benefits
In support and recognition of our colleagues who will help us deliver our employer strategy, we offer a fantastic benefits package. This includes:
- 25 days annual holiday entitlement
- A defined contribution pension scheme.
- Trust based flexible working and a Confidential Employee Assistance Programme (EAP).
- Two days paid volunteering leave per year
- Buying and selling of annual leave
- Opt-in health cash plan with cover on eye test and glasses, Dental, therapy and much more!
GreenSquareAccord are a Disability Confident Employer therefore we actively encourage applications from individuals with disabilities and try to provide access, adjustments, equipment or other practical support where required. All applicants with a disability who meet the `essential eligibility criteria` for the role, as detailed in the job description, are guaranteed an interview.
If you need any assistance, adjustments or adaptations throughout our selection processes please let us know.