Resident Liaison Officer - SLOUGH - UP to 31k +Van

Cardo Group; England; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading service provider in housing is seeking a Resident Liaison Officer to support effective relationships between clients and residents. Responsibilities include maintaining communication, managing complaints, and ensuring customer satisfaction. The ideal candidate has experience in social housing or a similar role and possesses excellent communication skills to engage with tenants at various levels. This is a critical role that requires a focus on both customer care and compliance within project governance.

Qualifications

• Previous experience in a Resident Liaison Officer role.
• Experience in social housing is desirable.

Responsibilities

• Support effective relationships between the client, resident, and contractor.
• Maintain accurate correspondence with residents.
• Manage the complaints procedure and build customer confidence.
• Communicate professionally with colleagues and provide project updates.

Skills

Excellent communication skills

Building relationships with tenants

Job description

Responsibilities

• Supporting and encouraging an effective partnering relationship between the client, resident, and contractor.
• Maintaining a timely and accurate system of correspondence and contract paperwork with residents.
• Implementing and maintaining process and controls to meet client requirements.
• Acting as the point of contact between the contractor, site team and resident in relation to progress of works.
• Maintain a high level of customer care within the contract/site by providing guidance and direction.
• Manage the complaints procedure ensuring clients timescales/targets are achieved and exceeded.
• Build customer confidence through communication and building relationships.
• Identify tenant's individual needs and act and influence in accordance with difference whilst protecting the business commercially.
• Prepare and attend resident functions from forums to open days.
• Behaving in a manner which sets an example to others and promotes a positive attitude and environment within your team and the wider business.
• Collating and acting on customer satisfaction surveys.
• Follow project governance, group policy and standard operating procedure.
• Ensure IT systems are fully up to date at all times, following site visits etc.
• Only employ processes that add value to your customers and client.
• Responsible for managing and resolving issues and complaints regarding project works.
• Ensure compliance with process and procedure on all projects.
• Update works and business solutions trackers to produce contract KPIs along with other performance indicators.
• Liaise with colleagues, client and contractors to ensure works are carried out to specification.
• Ensure the delivery team are keep informed of works progress and inform residents of changes via letters and visits.
• Ensure communication logs are updated daily (to include daily progress calls) and ensure satisfactory return rates meet with expectations.
• Record and register accurate customer satisfaction surveys.
• Maintain a timely system of correspondence and contact paperwork with residents and internal client teams after site visits, internal meetings, letters & emails.
• Communicating effectively and professionally with colleagues.
• providing regular project feedback and updates to the relevant managers and supervisors within Cardo Group.
• Putting Health and safety at the heart of decision making, asking, listening and responding, creating an environment where ideas are freely expressed and lessons learnt.

Key Skills & Experience

Previous experience in an RLO role.

Background in social housing - desirable!

Excellent communication skills.

Good at building relationships with tenants and can deal with different people at different levels.