Resident Liaison Officer

Cardo Group; Hemel Hempstead; On-site; GBP 28,000 - 35,000; Full time

Job summary

A leading building services provider in Hemel Hempstead is seeking a Resident Liaison Officer to improve communication between residents and contractors during housing projects. The successful candidate will have strong interpersonal skills, experience in customer service, and the ability to manage complaints and conflicts. This role is vital in ensuring residents are informed and supported, fostering positive relationships. The company values diversity and aims to create an inclusive workplace.

Qualifications

• Strong interpersonal and communication skills.
• Experience working in customer service, housing, or community engagement.
• Ability to manage conflict and handle difficult conversations with diplomacy.
• Organizational and time management skills.
• Proficiency with Microsoft Office and database systems.
• Driving License.

Responsibilities

• Serve as the first point of contact for residents regarding planned works.
• Provide clear and timely information about the scope and impact of works.
• Liaise with contractors and project managers to minimize inconvenience.
• Promote resident involvement in decision-making.
• Keep accurate records of communications and prepare reports.

Skills

Interpersonal communication

Customer service experience

Conflict management

Organizational skills

Proficiency with Microsoft Office

Valid driving license

Job description

Overview

Cardo Group is a leading provider of building maintenance and improvement services to social housing providers and public bodies across the UK. With over 1,000 colleagues operating in South Wales, the South West, London, the South East, the Midlands, and Scotland, we continue to expand with ambitious plans for nationwide growth.

We deliver a comprehensive range of services tailored to the needs of our clients and their residents, including:

• Retrofit and energy efficiency upgrades
• Responsive repairs, voids, and disrepair (including damp & mould)
• Compliance and statutory servicing
• Refurbishment and project works
• Mechanical and electrical (M&E) services
• Commercial building maintenance
• Planned maintenance aligned to the Decent Homes Standard

At the heart of our work is a commitment to delivering high-quality services that improve homes and enhance lives.

We are equally dedicated to creating a positive and inclusive workplace. Diversity drives innovation, and inclusion builds stronger teams. At Cardo Group, every individual is valued, respected, and empowered to succeed. We celebrate differences, champion equality, and ensure our workforce reflects the diverse communities we serve.

Together, we are building not only better projects – but a better, fairer future.

We are currently looking for a Resident Liaison Officer to join our team in Hemel Hempstead.

You will act as the main point of contact between residents, contractors, and the housing organisation during planned works, repairs, or regeneration projects. The role ensures residents are well-informed, supported, and their concerns are addressed, minimising disruption and maintaining positive relationships.

Accountabilities/Responsibilities

Resident Communication & Support

• Serve as the first point of contact for residents regarding planned works, maintenance, and housing-related issues.
• Provide clear and timely information about the scope, timelines, and impact of works.
• Arrange and attend resident meetings, drop-in sessions, and home visits.
• Offer support to vulnerable residents to help them cope with disruption.
• Respond to queries, complaints, and feedback, escalating issues where necessary.

Project Coordination

• Liaise with contractors, project managers, and housing officers to coordinate works and minimise inconvenience to residents.
• Maintain up-to-date resident contact details and communication logs.
• Assist with scheduling appointments and access arrangements for works.
• Monitor works on-site to ensure contractors meet agreed standards and respect residents’ homes.

Community Engagement

• Promote resident involvement in decision-making and community improvement projects.
• Support resident consultation processes and surveys.
• Encourage positive relationships between residents, contractors, and the landlord.

Administration & Reporting

• Keep accurate records of all communications, meetings, and agreed actions.
• Prepare reports on resident engagement, complaints, and satisfaction levels.
• Track and monitor progress of works and resident concerns, feeding into project reviews.

Key Skills & Experience

Essential

• Strong interpersonal and communication skills.
• Experience working in customer service, housing, or community engagement.
• Ability to manage conflict and handle difficult conversations with diplomacy.
• Organisational and time management skills.
• Proficiency with Microsoft Office and database systems.
• Driving License

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.