Resident Liaison Officer

Equipment provided: Company Van (Full, Clean UK Driving Licence essential), Fuel Card, Uniform, Laptop Our Expectations The RLO (Resident Liaison Officer) will focus on fostering positive relationships among residents, subcontractors, client representatives, and management teams. This role supports the company in achieving and surpassing its business plan KPIs. The RLO will interact directly with residents, clients, and subcontractors, often engaging in door-to-door visits to assess satisfaction with completed work and address concerns, resolving them personally or escalating them as needed: You will have,

• Primary Liaison: Act as the central point of contact for residents regarding assigned contracts, ensuring open and effective communication, both written and verbal, at all times to maintain seamless project operations.
• Complaint Management: Address complaints promptly and effectively, ensuring all parties are satisfied whilst maintaining thorough documentation.
• Stakeholder Communication: Deliver accurate, timely information to all stakeholders through written and verbal updates.
• Resident Meetings: Attend resident meetings, which may occasionally fall outside standard working hours. (Flexibility in working hours is essential.)
• Reporting: Prepare detailed weekly reports on ongoing works for the Contracts Manager, coordinating with relevant staff as needed.
• Information Accuracy: Collaborate with residents to ensure consistent and accurate information is shared, addressing discrepancies proactively and assisting in their resolution.
• Support Planning: Assist the Contracts Management team in organising and sequencing work schedules to meet client and customer expectations.
• Property Surveys: Conduct thorough written and photographic condition surveys of properties when resolving resident complaints/queries.
  
  Previous experience in an RLO capacity or customer service facing role within the social housing sector. Multi Trade experience preferred
• Excellent interpersonal and relationship building skills.
• Negotiation and leadership skills to be able to resolve complaints/queries quickly and efficiently, that suits the needs of residents and the Contract.
• Efficient time-keeping and punctuality skills: You are expected to manage your time effectively, ensuring you meet all deadlines and KPI's.
• Positive attitude to learn: a positive, proactive attitude, being open to feedback, eager to acquire new skills, and showing initiative in your personal and professional growth. You should demonstrate curiosity, enthusiasm, and a positive mindset toward learning in workplace settings.
• Effective Communication: You are expected to communicate clearly and professionally, both in writing and verbally. This includes active listening, asking questions when necessary, and engaging respectfully with residents and colleagues at all levels.
  
  Kinovo plc is a leading UK provider of specialist property services, offering electrical, mechanical, building repair and maintenance, as well as construction services. We operate through three long-established and complementary subsidiaries: Purdy Contracts Ltd, Dunham Ltd, and Spokemead Ltd. We lead in delivering safe and sustainable property solutions, protecting our customers, benefiting the environment, and enhancing communities and the lives of our employees.
Join Our Team and Make a Real Difference! At Kinovo, we are passionate about raising living standards for people, families, and communities, ensuring safe and reliable homes. We are proud to be an equal opportunities employer, celebrating diversity and inclusion across our workforce. As a Disability Confident Committed Employer, we provide flexible recruitment and working practices, ensuring neurodivergent individuals have equal opportunities. We are a Living Wage Employer and have pledged our support to The Armed Forces Covenant. All vacancies are advertised internally, giving priority to our team members
• . If you are looking for genuine career growth, want to be part of a successful, growing group and share our values and commitment, we want to hear from you!
Our Values
• Integrity: We lead with honesty and respectfulness - promising inclusivity, respect, humility, and candour.
• Innovation: We look to the future, continuously improving the present - daring to be different.
• Reliable: We are always there for our team mates, customers, and communities - making every day incredible.
• Reputable: We hold ourselves to the highest standards - caring about tomorrow.
• Successful: We work together to succeed - welcoming collaboration, determination, passion, and confidence.
  
  Permanent Contracts
• Annual Appraisals and Pay Reviews
• Annual Bonus Scheme
• 32 days of paid annual leave
• Buy & Sell Holiday Scheme (up to 4 additional days)
• Share Incentive Plan
• Cycle to Work Green Bike Scheme
• CPD and sponsorship through professional qualifications
• Opportunities to participate in social value events/activities, helping enrich the lives of communities where we work
Wellbeing Support
• Mental Health First Aiders across the Group
• Partnered with HSBC for Financial Wellbeing Seminars
• Partnered with Step-Change National Debt Charity for Advice and Support
• Employee Assistance Programme (EAP) - 24-hour Confidential Helpline including access to the 'Wisdom' App for various discounts