Resident Liaison Officer

Axis CLC; Greater London; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Car / travel allowance

Pension

25 days' holiday

Job summary

Axis CLC is recruiting an experienced Resident Liaison Officer to join the Major Works team. Based from our site office, you will be the primary contact for residents, ensuring clear communication before, during and after works in occupied homes.

You will support pre-condition surveys, fire remediation projects and window replacements, coordinating communications and resolving queries to maintain high resident satisfaction.

Qualifications

• Experience in customer service or resident liaison, ideally in social housing or planned maintenance.
• Strong communication and interpersonal skills to build relationships with residents, clients and colleagues.
• Experience handling resident queries and complaints with professional resolutions.
• Good organisational and administrative skills to manage multiple priorities and deadlines.
• Proficiency with Microsoft Office applications (Outlook, Word, Excel).

Responsibilities

• Provide professional, courteous, customer-focused service to residents during planned maintenance.
• Act as main contact for residents, sharing updates and access arrangements.
• Conduct inductions, profiling and consultations to identify support needs.
• Coordinate resident communications including letters and updates.
• Support residents with queries and complaints, ensuring prompt resolution.
• Collaborate with Project Managers, Site Managers and teams to meet KPIs.
• Maintain accurate records of interactions and feedback.
• Carry out property condition surveys and photo records before works.
• Attend resident meetings and community engagement activities.
• Promote continuous improvement in resident liaison activities.

Skills

Customer service

Communication

Microsoft Office

Organisational skills

Relationship building

Problem solving

Driving licence

Empathy

Education

Full UK driving licence

Tools

Outlook

Excel

Word

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.

We are looking to recruit an experienced Resident Liaison Officer to join our Major Works team, supporting the delivery of pre-condition surveys, fire remediation project, Window replacement programme in E2.

Based from our site office, you will act as the primary point of contact for residents throughout the project lifecycle, ensuring clear and effective communication before, during and after works are completed within occupied residential properties.

As Resident Liaison Officer, you will play a key role in supporting residents throughout planned maintenance programmes, ensuring clear communication, positive customer experiences and effective resolution of resident queries and concerns. You will work closely with site teams, clients and residents to support the smooth delivery of works while maintaining strong customer satisfaction and community engagement.

What You'll Deliver

• Provide a professional, courteous and customer-focused service to all residents throughout planned maintenance programmes.
• Act as the main point of contact for residents, keeping them informed of works, programme updates and access arrangements.
• Carry out resident inductions, profiling and consultation visits to identify individual support needs and maintain positive resident relationships.
• Coordinate written communications including letters, newsletters and programme updates in line with project requirements.
• Support residents with queries, concerns and complaints, ensuring issues are resolved promptly and professionally.
• Work closely with Project Managers, Site Managers and operational teams to support the smooth delivery of projects and achievement of KPIs.
• Maintain accurate manual and electronic records of resident interactions, enquiries, complaints and feedback.
• Carry out property condition surveys and photographic records prior to works commencing within homes.
• Attend resident meetings, consultation events and community engagement activities where required.
• Promote continuous improvement across resident liaison activities, sharing best practice and supporting excellent customer satisfaction outcomes.

About You

Previous experience within a customer service or resident liaison role, ideally within social housing, planned maintenance or construction environments.

Strong communication and interpersonal skills with the ability to build positive relationships with residents, clients and colleagues.

Experience managing resident queries, complaints and customer-focused resolutions in a professional manner.

Good organisational and administrative skills with the ability to manage multiple priorities and deadlines.

Confident using Microsoft Office applications including Outlook, Excel and Word.

Understanding of working within occupied homes and customer-sensitive environments desirable.

Ability to work independently and collaboratively as part of a wider operational team.

Professional, approachable and empathetic communication style.

Full UK driving licence required.

Enhanced DBS required or willingness to complete the process.

What We Offer

• Salary of up to 35k depending on experience, plus performance-related bonus
• Car / travel allowance
• Pension, medical scheme options and life assurance
• 25 days' holiday + bank holidays
• Perkbox benefits worth up to £350 per year, including discounts, perks and wellbeing support
• 24/7 GP referral and wellbeing support service
• 1 paid volunteer day
• £2,000 refer-a-friend bonus after the referee passes probation
• BYOD allowence

Why Axis?

Joining Axis means being part of a national organisation delivering essential services across housing, education, healthcare, defence and commercial property. We value reliability, quality and social impact, and offer meaningful work with real opportunities to grow.

Our Commitment to Inclusion

Many faces, one Axis CLC. We value diversity and are proud to be an equal opportunity employer. If you require any adjustments during the hiring process, please let us know.