Resident Liaison Officer

Cardo; Hemel Hempstead; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading provider of building maintenance services in Hemel Hempstead is seeking two Resident Liaison Officers. This role involves serving as the primary contact for residents and coordinating communication with contractors. The ideal candidates will have experience in customer service and strong communication skills. Join a forward-thinking company that values inclusivity and innovation.

Qualifications

• Experience working in community engagement or housing.
• Strong communication skills and ability to manage conflict.

Responsibilities

• Act as the main contact for residents during planned works.
• Coordinate with contractors and housing officers.
• Promote resident involvement in decision-making.

Skills

Customer service experience

Interpersonal skills

Conflict management

Organizational skills

Microsoft Office proficiency

Driving License

Job description

About Cardo Group:

Cardo Group is a leading provider of building maintenance and improvement services to social housing providers and public bodies across the UK. With over 1,000 colleagues operating in South Wales, the South West, London, the South East, the Midlands, and Scotland, we continue to expand with ambitious plans for nationwide growth.

We deliver a comprehensive range of services tailored to the needs of our clients and their residents, including:

• Retrofit and energy efficiency upgrades
• Responsive repairs, voids, and disrepair (including damp & mould)
• Compliance and statutory servicing
• Refurbishment and project works
• Mechanical and electrical (M&E) services
• Commercial building maintenance
• Planned maintenance aligned to the Decent Homes Standard

At the heart of our work is a commitment to delivering high-quality services that improve homes and enhance lives.

We are currently looking for 2 Resident Liaison Officers to join our team in Hemel Hempstead.

You will act as the main point of contact between residents, contractors, and the housing organisation during planned works, repairs, or regeneration projects. The role ensures residents are well-informed, supported, and their concerns are addressed, minimising disruption and maintaining positive relationships.

Accountabilities/Responsibilities:

Resident Communication & Support

• Serve as the first point of contact for residents regarding planned works, maintenance, and housing-related issues.
• Provide clear and timely information about the scope, timelines, and impact of works.
• Arrange and attend resident meetings, drop-in sessions, and home visits.
• Offer support to vulnerable residents to help them cope with disruption.
• Respond to queries, complaints, and feedback, escalating issues where necessary.

Project Coordination

• Liaise with contractors, project managers, and housing officers to coordinate works and minimise inconvenience to residents.
• Maintain up-to-date resident contact details and communication logs.
• Assist with scheduling appointments and access arrangements for works.
• Monitor works on-site to ensure contractors meet agreed standards and respect residents’s homes.

Community Engagement

• Promote resident involvement in decision‑making and community improvement projects.
• Support resident consultation processes and surveys.
• Encourage positive relationships between residents, contractors, and the landlord.

Administration & Reporting

• Keep accurate records of all communications, meetings, and agreed actions.
• Prepare reports on resident engagement, complaints, and satisfaction levels.
• Track and monitor progress of works and resident concerns, feeding into project reviews.

Key Skills & Experience:

• Experience working in customer service, housing, or community engagement.
• Strong interpersonal and communication skills.
• Ability to manage conflict and handle difficult conversations with diplomacy.
• Organisational and time management skills.
• Proficiency with Microsoft Office and database systems.
• Driving License

Why Join Cardo Group?

At Cardo Group, we are growing, evolving, and building a stable foundation for long‑term success. When you join us, you become part of a forward‑thinking company that values innovation, integrity, and inclusivity.

We are dedicated to creating an inclusive workplace where everyone feels valued, respected, and empowered to succeed. We recognise that diverse perspectives strengthen our business, drive innovation, and help us better serve the communities we work with.

• Equity – We ensure fair opportunities for growth and success, removing barriers that may stand in the way.
• Diversity – We embrace different backgrounds, experiences, and viewpoints, knowing that diversity fuels creativity and progress.
• Inclusion – We foster a culture where every team member has a voice and feels a true sense of belonging.

At Cardo Group, EDI is more than a policy, it’s part of who we are. We actively promote an environment where all individuals, regardless of race, gender, age, ability, sexual orientation, or background, can thrive.