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:
