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- Tasks: Support residents and enhance customer service through proactive communication and relationship building.
- Company: Join NRT Group, a leader in social housing with a focus on community care.
- Benefits: Competitive salary, supportive team environment, and opportunities for professional growth.
- Why this job: Make a real difference in residents' lives while developing your skills in a dynamic role.
- Qualifications: Experience in social housing, strong communication skills, and a full UK driving licence.
- Other info: Work Monday to Friday with potential for evening and weekend shifts.
The predicted salary is between 36000 - 60000 £ per year.
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
- 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
RLO in Surrey employer: NRT Building Services Group
Contact Detail:
NRT Building Services Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land RLO in Surrey
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see how they interact with customers and what values they promote. This will help you tailor your responses and show that you're a great fit for their team.
✨Tip Number 2
Practice your communication skills! As an RLO, you'll need to be a confident communicator. Try role-playing common scenarios with a friend or family member to get comfortable with handling different types of resident interactions.
✨Tip Number 3
Be proactive during your interview. Think of examples from your past experiences where you've improved customer service or resolved challenging issues. This will demonstrate your conscientious nature and show that you can bring value to the team.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace RLO in Surrey
Some tips for your application 🫡
Show Your Customer Care Skills: Make sure to highlight your experience in customer service, especially in social housing or property management. We want to see how you've proactively improved customer interactions in the past!
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate transparency, so let us know exactly what you bring to the table.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to the RLO role. Mention specific duties from the job description that resonate with your experience.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at NRT Building Services Group
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the responsibilities of a Resident Liaison Officer. Familiarise yourself with customer care principles and how they apply to social housing. This will help you demonstrate your proactive approach and conscientiousness during the conversation.
✨Showcase Your Communication Skills
As an RLO, strong communication is key. Prepare examples of how you've effectively engaged with diverse communities or resolved challenging issues in the past. Practising these scenarios will help you convey your calm and confident communication style during the interview.
✨Demonstrate Your Problem-Solving Abilities
Think of specific instances where you've identified and addressed resident concerns or improved customer service. Highlight your ability to persist with challenging issues and collaborate with both internal and external stakeholders to achieve positive outcomes.
✨Be Ready for Scenario Questions
Expect questions that assess your ability to handle real-life situations as an RLO. Prepare for scenarios involving vulnerable residents or time-sensitive tasks. Show how you would maintain effective communication and ensure compliance with policies while modelling the company's values.
