Resident Liaison Officer; RLO

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.
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
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 Contracts 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 salary 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