About this role Customer care is a key role in operational delivery at NRT Group, 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 NRT 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 As an RLO within the Customer Care team you will: 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 Coordinatebetween 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 Contracts team to drive forward the companys H&S strategy, modelling NRT 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