Resident Liaison & Engagement Specialist

Axis CLC Group; Thirsk; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Car allowance

Company vehicle / fuel card

Pension scheme

Life assurance

23 days holiday

Perkbox

Volunteer day

Refer-a-friend bonus

Development opportunities

Job summary

Axis CLC Group is recruiting a Resident Liaison Officer to support a planned maintenance programme across North Yorkshire. The role is site-based with regular travel between residents' homes and project locations, delivering 150–200 kitchen and bathroom replacements annually within occupied properties.

You will build positive relationships with residents, coordinate access, and ensure informed, safe, and well-coordinated service delivery throughout pre‑, during and post‑works.

Qualifications

• Experience in a resident liaison, customer service, housing, construction or community-facing role.
• Experience of dealing professionally with complaints, concerns and sensitive situations.
• Experience of managing appointments, property access or customer communications.
• Ability to maintain clear and accurate records.
• Experience of working with operational teams and coordinating actions between different parties.
• Confidence visiting occupied homes and communicating with residents from a wide range of circumstances.
• Willing to work flexibly when resident meetings or engagement activities take place outside normal working hours.
• Happy to travel around North Yorkshire and surrounding areas.
• Full valid driver’s license.

Responsibilities

• Build and maintain positive relationships with residents, acting as the primary point of contact throughout planned works projects.
• Deliver effective resident communication and engagement, ensuring residents are informed of project timelines, updates, and any potential disruptions.
• Conduct pre-works visits, resident consultations, and household needs assessments to identify support requirements.
• Manage resident choices, approvals, and permissions, ensuring all preferences are accurately recorded and communicated.
• Coordinate access arrangements, temporary relocations where required, and provide appropriate support to vulnerable residents.
• Promote resident welfare by ensuring health, safety, and safeguarding considerations are adhered to at all times.
• Liaise with site teams and residents throughout the works programme, providing regular progress updates and resolving any concerns promptly.
• Undertake property inspections, completion visits, snagging reviews, and resident satisfaction surveys upon project completion.
• Maintain accurate records, resident databases, case notes, and project documentation, producing reports as required.
• Support the successful delivery of planned works programmes by ensuring excellent customer service and high levels of resident satisfaction.

Skills

Resident liaison

Customer service

Housing

Construction

Community facing

Driver’s license

Job description

Axis CLC Group is recruiting a Resident Liaison Officer to support a planned maintenance programme across North Yorkshire. The role is site-based with regular travel between residents' homes and project locations, delivering 150–200 kitchen and bathroom replacements annually within occupied properties.

You will build positive relationships with residents, coordinate access, and ensure informed, safe, and well-coordinated service delivery throughout pre‑, during and post‑works.