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.

RGE was founded in 1985, and our head office is in Chigwell, Essex. We are a leading, accredited service provider with 40 years’ experience of providing Electrical and Fire Compliance services to Housing Associations and Local Authorities across London and the South-East.

About this role

Customer care is a key role in operational delivery at RGE Services 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 RGE 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