Resident Liaison Lead for Planned Maintenance

Axis CLC Group; Bradford; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Salary up to £29,000

Performance bonus

Company car

Pension scheme

Medical scheme

25 days annual leave

Perkbox benefits

GP wellbeing service

Volunteer day

Refer-a-friend bonus

Job summary

Axis CLC Group seeks a Resident Liaison Officer to support planned maintenance and refurbishment projects across Bradford and surrounding areas. You will be the primary contact for residents, coordinating access, sharing clear information, and ensuring comfort and trust throughout each phase of the works.

In this role you will work with site teams and clients to minimise disruption, carry out pre-works surveys, track progress and report on residents' feedback.

Qualifications

• Experience in a customer-facing or resident-focused role.
• Excellent verbal and written communication skills.
• Confident, approachable and able to build trust quickly.
• Experience managing customer enquiries, complaints and difficult conversations professionally.
• Strong organisational and administrative skills with the ability to manage multiple priorities.
• Comfortable working within occupied properties and customer-focused environments.
• Strong IT skills, including Microsoft Office applications.
• Professional, adaptable and solution-focused approach.
• Full UK driving licence required.

Responsibilities

• Meet residents before works start to introduce the project, explain what to expect and provide key information and contacts.
• Build strong relationships with residents and act as their main point of contact throughout the works.
• Understand individual needs and tailor support accordingly.
• Carry out pre-works surveys and follow-up visits as required.
• Keep residents informed of progress, changes or delays clearly.
• Handle concerns and complaints professionally from start to resolution.
• Coordinate with site managers and contractors to consider resident needs in planning.
• Arrange surveys and works appointments with timely communication.
• Act as link between residents, operations teams and clients.
• Attend project meetings and provide resident feedback.
• Develop relationships with client representatives and stakeholders.
• Maintain confidential records of interactions, feedback and complaints.
• Produce reports on customer feedback, issues and resolutions.
• Conduct resident satisfaction surveys and support improvements.
• Support community engagement activities, including meetings and newsletters.
• Produce clear and professional communications for residents and colleagues.
• Follow health, safety and compliance procedures; perform dynamic risk assessments.
• Raise risks, incidents and near misses appropriately.
• Adhere to lone-working procedures and safety measures for residents and the public.

Skills

Customer-facing

Communication

Relationship-building

Enquiries handling

Organisation

IT Skills

Driving licence

Tools

MS Office

Job description

Axis CLC Group seeks a Resident Liaison Officer to support planned maintenance and refurbishment projects across Bradford and surrounding areas. You will be the primary contact for residents, coordinating access, sharing clear information, and ensuring comfort and trust throughout each phase of the works.

In this role you will work with site teams and clients to minimise disruption, carry out pre-works surveys, track progress and report on residents' feedback.