Resident Liaison Officer

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, part of Axis CLC, is a trusted property services specialist delivering responsive repairs, planned works, refurbishments and voids services across the UK. Backed by over 110 years of combined experience and the wider strength of Axis CLC, operating from 23 UK offices and employing more than 2,500 people nationwide, we support housing providers and public sector clients with high-quality maintenance and compliance services that help keep residents safe, properties well maintained and communities supported.

The Role

We are looking for an experienced Resident Liaison Officer to support the delivery of planned maintenance and refurbishment works across Bradford and the surrounding areas.

As the Resident Liaison Officer, you will be at the heart of the customer experience, acting as the key connection between residents and Axis CLC throughout each project. As the first point of contact before works begin, you will set the tone for how residents perceive our business. Through clear communication, empathy and a proactive approach, you will build trust and ensure residents feel informed, supported and confident from start to finish.

You will be the main point of contact for residents throughout the programme of works, ensuring they are fully informed, supported and engaged at every stage. Working closely with Site Managers, Contracts Managers, subcontractors and client representatives, you will help minimise disruption, coordinate access arrangements and maintain excellent customer satisfaction throughout the project.

What You'll Deliver

• Meet residents before works start to introduce the project, explain what to expect and provide key information and contacts.

• Build strong, positive relationships with residents and act as their main point of contact throughout the works.

• Understand individual needs, including vulnerable residents, and work with site teams to tailor support accordingly.

• Carry out pre-works surveys, including property condition reports and photographs, and undertake follow-up visits where required.

• Keep residents fully informed of project progress, changes or delays in a clear and accessible way.

• Handle concerns and complaints professionally, taking ownership through to resolution.

• Work closely with Site Managers and contractors to ensure resident needs are considered in project planning and delivery.

• Coordinate appointments for surveys and works, ensuring communication is timely and accurate.

• Act as the link between residents, operational teams and clients, ensuring information flows effectively.

• Attend project meetings and provide resident feedback and insights.

• Build strong working relationships with client representatives and stakeholders.

• Maintain accurate and confidential records of resident interactions, feedback and complaints.

• Produce reports covering customer feedback, issues and resolutions.

• Carry out resident satisfaction surveys and support continuous improvement initiatives.

• Support community engagement activities including resident meetings, events, newsletters and awareness campaigns.

• Produce clear and professional communications for residents and colleagues.

• Follow all health, safety and compliance procedures at all times.

• Carry out dynamic risk assessments when attending occupied properties.

• Identify and raise risks, incidents and near misses appropriately.

• Adhere to lone working procedures and ensure appropriate safety measures are maintained for residents and the public.

About You

• 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.

Desirable experience includes social housing, planned maintenance, refurbishment or construction environments, along with knowledge of health and safety practices and relevant training such as Asbestos Awareness, Lone Working or First Aid.

What We Offer

* Salary up to £29,000 per annum depending on experience.

* Performance-related bonus.

* Company vehicle and fuel card (business use) or car allowance.

* Pension scheme, medical scheme options and life assurance.

* 25 days annual leave plus bank holidays.

* Perkbox benefits and wellbeing support.

* 24/7 GP referral and wellbeing service.

* 1 paid volunteer day per year.

* £2,000 refer-a-friend bonus after probation.

Why Axis?

Joining Axis means being part of a national organisation delivering essential services across housing and property services. We are committed to providing excellent customer experiences, delivering high-quality projects and creating opportunities for our people to develop and grow their careers.

Our Commitment to Inclusion

Many Faces, One Axis CLC.

We value diversity and are proud to be an equal opportunities employer. If you require any reasonable adjustments during the recruitment process, please let us know