Resident Liaison Officer

Who are Cardo Group?

Who We Are

Cardo Group is a social housing property maintenance company.

Our multi-company group specializes in maintenance, compliance, and retrofit services with a growing national footprint. With ambitious plans for further national expansion, we are committed to making a lasting impact in the industry.

We are currently looking for a Resident Liaison Officer to join our team covering the Kent area.

Accountabilities/Responsibilities

• 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.
  
  

Key Skills & Experience

• Previous experience in an RLO role
• Background in social housing – desirable!
• Excellent communication skills
• Good at building relationships with tenants and can deal with different people at different levels
  
  

Why Join Cardo Group?

At Cardo Group, we are growing, evolving, and building a stable foundation for long-term success. When you join us, you become part of a forward-thinking company that values innovation, integrity, and inclusivity.

We are dedicated to creating an inclusive workplace where everyone feels valued, respected, and empowered to succeed. We recognise that diverse perspectives strengthen our business, drive innovation, and help us better serve the communities we work with.

Equity – We ensure fair opportunities for growth and success, removing barriers that may stand in the way.

Diversity – We embrace different backgrounds, experiences, and viewpoints, knowing that diversity fuels creativity and progress.

Inclusion – We foster a culture where every team member has a voice and feels a true sense of belonging.

At Cardo Group, EDI is more than a policy, it’s part of who we are. We actively promote an environment where all individuals, regardless of race, gender, age, ability, sexual orientation, or background, can thrive.

Company: Cardo

Job Type: Full Time

Job Location: Kent

Position: Resident Liaison Officer