Job Title: Resident Liaison Officer
Location: Slough
Salary: UP TO 32K per annum PLUS £425 CAR ALLOWANCE PER MONTH
Sector: Social Housing Maintenance
MUST HAVE RLO EXPERIENCE AND OWN VEHICLE
Curently looking for a Resident Liaison Officer to join our team covering the SLOUGH AREA
Accountabilities/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
If you feel this Resident Liaison Officer position is of interest to you, please either apply for the position directly or call Natasha on 07930080466. PLEASE email CVs to: