Resident Liaison Officer

About this role

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.

• 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.

Monday - Friday, 08:00am – 5:00pm with 1‑hour lunch break. Weekends and evenings may be required.

• Arrange and book appointments/visits to properties.
• Correspond with residents regarding access and concerns, including coordinating home visits.
• Call through booked appointments to confirm attendance.
• Build strong relationships with residents.
• Coordinate between residents and office.
• Attend meetings and presentations for residents where required.
• Ensure information on vulnerable residents or those posing a risk is communicated in line with policy.
• Proactively identify vulnerable residents within programmes and communicate findings to office.
• Maintain effective communication channels with residents and office staff.
• Work with the SMT and Contracts team to drive forward the company’s H&S strategy, model NRT values while ensuring compliance with required training, auditing and reporting to ensure positive outcomes and a supportive culture.

• 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 record of delivering on commitments.
• 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.