Resident Liaison Officer

Who are Cardo Group?

Cardo Group is a family of companies delivering building maintenance services to local authorities, social housing providers and their residents.

Our multi-company group provides quality, value for money maintenance, compliance and retrofit services across the south west, south east and midlands. Future plans will see this develop into a national footprint.

We are currently looking for a Resident Liaison Officer to join our team in Hemel Hempstead.

Please note you must have some experience with kitchens and bathrooms.

Main duties involve:

  • 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.


This role would suit someone coming from a similar role who has experience working with kitchens and bathrooms!

Benefits include:

– 25 days holiday + bank holidays

– Car allowance

– The opportunity to purchase additional annual leave

– Birthday day off

– Generous pension scheme

– And many more..

Salary: £30,000 – £32,000 per year

Company: Cardo
Job Type: Full Time
Job Location: Hemel Hempstead
Position: Resident Liaison Officer

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