RLO Manager / Lead RLO

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Job description

Resident Liaison Manager / Lead RLO - Social Housing / Planned Maintenance
North West London
£35K - £40k + Car / Car Allowance + Mileage + Benefits

Howells is working with a leading main contractor to find a successful and proactive Resident Liaison Manager / Lead RLO to oversee a team of RLOs / Sites covering sites in Ealing and Barnet.

All projects are Decent Homes (Social Housing) projects including planned maintenance projects and education projects.

It will be your responsibility to develop positive relationships with residents to provide information and support during refurbishment, maintenance and major works programmes. You will prevent and limit dissatisfaction, resolve complaints and queries quickly and efficiently. This scheme is working closely with a public sector client so previous experience working for a main contractor on similar projects is essential.

Resident Liaison Manager / Lead RLO Key Responsibilities:

Overseeing 5 - 6 RLO's, whist supporting the Operations Manager and Contracts Managers on site
Ensure all correspondence follows quality management system.
Training and mentoring RLO's ensuring that all procedures are being adhered to
Attend all customer care meetings, with other business units and client partnerships when required - sharing best practice to continually improve the delivery of customer care.
Communicate with all site management and clients to confirm that RLO service being provided is always first class.
Continually reviewing practices and procedures within the department, to meet the needs and requirements our various clients may demand.
Deal with all complaints, ensuring a satisfactory conclusion for all relevant parties involved.
Carry out any necessary disciplinary proceedings; ensuring company guidelines are always followed.
Monitor and analyse customer satisfaction key performance indicators (KPI's), challenging poor performance, reiterating to all site personnel the importance and delivery of customer satisfaction.
Attend all community functions such as resident surgeries, open evenings, focus groups etc - gathering any information on all customers' individual needs.What we are looking for in a Resident Liaison Manager / Lead RLO:

Strong personal / communication
Strong admin skills and experience
Proactive attitude with ability to work using own initiative
Experience in a fast-paced environment
Ability to pick up new software and systems very quickly
Driving License This is a fantastic opportunity for somebody looking to develop their career with a successful, growing and reputable business who invest in their people to create a solid team and workforce who will continue to support the business through further growth and success. You will receive a salary of up to £32K + Car or Car Allowance and all business mileage paid.

Howells is acting as an Employment Agency in relation to this vacancy