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.

Experience:

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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