Resident Liaison Officer

Resident Liaison Officer (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