RLO

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 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