WHO WE ARE:

Cardo Group is a social housing property maintenance company.
Our multi-company group specializes in maintenance, compliance, and retrofit services with a growing national footprint. With ambitious plans for further national expansion, we are committed to making a lasting impact in the industry.
We are currently looking for a Resident Liaison Officer to join our team in Kingston.

KEY SKILLS & EXPERIENCE:

• Previous experience in an RLO role
• Background in social housing - desirable!

• 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.