Resident Liaison Officer (RLO)

RGE Services Ltd; City Of London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading electrical and fire compliance service provider in the South-East is seeking a Resident Liaison Officer. This site-based role focuses on enhancing customer care and building strong relationships with residents. Candidates should have experience in social housing and exemplary communication skills. The position offers a competitive salary, benefits like 23 days of holiday, and comprehensive training opportunities.

Benefits

23 days of holiday, rising to 25

Access to a pension scheme

Casual dress and company social events

Qualifications

• Demonstrable experience in social housing or council residential property management.
• Calm and adaptable communicator, both verbally and in writing.
• Strong face-to-face customer service experience.

Responsibilities

• Book appointments and visits to properties.
• Respond to resident concerns, including home visits.
• Build strong relationships with residents.

Skills

Customer service skills

Communication skills

Time management

Ability to engage with diverse communities

IT skills

Job description

Resident Liaison Officer (RLO)

About us

A fantastic opportunity has arisen for a Resident Liaison Officer to join one of the most innovative and fastest growing fire and electrical companies in the South‑East of England. RGE was founded in 1985, and our head office is in Chigwell, Essex. We are a leading, accredited service provider with 40 years’ experience of providing Electrical and Fire Compliance services to Housing Associations and Local Authorities across London and the South‑East.

About this role

Customer care is a key role in operational delivery at RGE Services and our Resident Liaison Officers (RLOs) are at the heart of that. This is a site based position.

Job Purpose

• Proactive - Seeks out opportunities to improve customer service in every interaction
• Conscientious - Persists with challenging issues to get things done
• Collaborative - Works to support both internal and external stakeholders to ensure positive outcomes
• Transparent - Is the eyes and ears of RGE and our customers

Schedule

• Monday - Friday 08:00am-5:00pm with 1‑hour lunch break
• Weekends and evenings may be required.

Main duties and responsibilities

• Arranging and booking appointments/visits to properties
• Correspondence regarding access and resident concerns including home visits.
• Calling through booked appointments to confirm
• Build strong relationships with residents
• Coordinate between residents and office
• Attend meetings & presentations for residents where required
• Ensure information on vulnerable residents or those posing a risk is communicated in line with policy
• Ensure proactive approach to identify vulnerable residents within programmes and communicate findings to office
• Maintain effective communication channels with residents and office staff
• Work with SMT and the team to drive forward the company’s H&S strategy, modelling RGE values whilst ensuring compliance with all required training, auditing and reporting to ensure positive outcomes and a supportive culture

Experience & Skills

• Demonstrable previous experience working within Social Housing/Council Residential property management
• A calm, confident and adaptable communicator both in person, in writing and on the phone
• Strong face to face customer service experience
• Ability to engage effectively with diverse communities
• Equally happy working independently or as part of a team
• Highly proactive with a track
• Excellent time management and organisational skills
• Ability to handle a busy workload, under pressure and to strict deadlines
• Good general IT skills
• A full UK driving licence

Salary & Benefits

• Competitive relative to experience (PAYE)
• 23 days holiday per year, rising to 25 days after two years of employment
• Buy and sell holiday scheme
• Access to a pension scheme
• Time and a half rate for evening and Saturday working hours
• Flexible working approach upon agreement
• Amazing in‑house training programme. E‑learning platforms available. Development review and progression opportunities.
• Employee wellbeing programme
• Casual dress, company social events, on‑site parking
• Company Vehicle and Fuel Card provided