Resident Liaison Officer (Internal)

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

Benefits offered by this job

Salary up to £35,000 per annum

Performance-related bonus

Company vehicle and fuel card or car

Pension scheme

25 days annual leave

Perkbox benefits

Wellbeing support

24/7 GP referral and wellbeing service

1 paid volunteer day per year

£2,000 refer-a-friend bonus after prob

Job summary

Axis CLC Group seeks an experienced Resident Liaison Officer to support Wandle Housing Association’s Retrofit Programme across Croydon and surrounding areas. The role focuses on occupied properties, ensuring residents are informed, supported and engaged throughout energy efficiency works.

You will coordinate access, provide updates, and work with Site Managers and project teams to deliver a positive customer experience while meeting programme deadlines. Some travel to Stratford may be required.

Qualifications

• Experience as Resident Liaison or similar in social housing or retrofit projects.

Responsibilities

• Act as the primary point of contact for residents before, during and after retrofit works.
• Build positive relationships with residents through clear, consistent and professional communication.
• Arrange resident consultations, appointments and property access to support programme delivery.
• Provide residents with information relating to planned energy efficiency improvements and project timelines.
• Liaise with Site Managers, Project Teams and client representatives to ensure resident needs are addressed promptly.
• Manage resident enquiries, concerns and complaints, ensuring issues are resolved effectively.
• Maintain accurate records of resident contact, access arrangements, vulnerabilities, complaints and feedback.
• Produce and distribute resident communications including letters, newsletters and programme updates.
• Attend resident meetings, community engagement events and pre-start consultations where required.
• Identify and help overcome barriers to access or communication that may impact project delivery.
• Support the achievement of customer satisfaction targets and project KPIs through excellent resident engagement.

Skills

Resident Liaison

Customer Service

Communication

Microsoft Office

Time Management

Tools

Outlook

Word

Excel

Job description

Axis, part of Axis CLC, is a trusted property services specialist delivering responsive repairs, planned works, refurbishments and maintenance services across the UK. Backed by over 110 years of combined experience and employing more than 2,500 people nationwide, we support housing providers and public sector clients in maintaining safe, sustainable communities.

The Role

We are looking for an experienced Resident Liaison Officer to support the delivery of Wandle Housing Association's Retrofit Programme across Croydon and surrounding areas.

This role will focus on scattered housing properties, where residents remain in their homes while energy efficiency and sustainability improvement works are carried out. As the Resident Liaison Officer, you will be the key point of contact for residents, ensuring they are fully informed, supported and engaged throughout the programme.

You will explain the scope of works, coordinate appointments and access, provide regular updates on project progress, and help resolve any issues or concerns. Working closely with Site Managers, Project Teams and Wandle stakeholders, you will play a key role in delivering a positive customer experience whilst supporting the successful completion of the retrofit programme.

Our head office is based in Stratford, some travel to this location may be required.

What You'll Deliver

• Act as the primary point of contact for residents before, during and after retrofit works are completed.
• Build positive relationships with residents through clear, consistent and professional communication.
• Arrange resident consultations, appointments and property access to support programme delivery.
• Provide residents with information relating to planned energy efficiency improvements and project timelines.
• Liaise with Site Managers, Project Teams and client representatives to ensure resident needs are addressed promptly.
• Manage resident enquiries, concerns and complaints, ensuring issues are resolved effectively.
• Maintain accurate records of resident contact, access arrangements, vulnerabilities, complaints and feedback.
• Produce and distribute resident communications including letters, newsletters and programme updates.
• Attend resident meetings, community engagement events and pre-start consultations where required.
• Identify and help overcome barriers to access or communication that may impact project delivery.
• Support the achievement of customer satisfaction targets and project KPIs through excellent resident engagement.

About You

• Previous experience as a Resident Liaison Officer, Tenant Liaison Officer or Customer Liaison Officer within social housing, planned maintenance, retrofit, refurbishment or construction environments.
• Experience working on occupied properties and customer-focused projects.
• Excellent communication and interpersonal skills with the ability to build trust and confidence with residents.
• Strong customer service, complaint handling and conflict resolution skills.
• Highly organised with the ability to manage multiple priorities across a dispersed geographical area.
• Confident using Microsoft Office applications including Outlook, Word and Excel.
• Professional, empathetic and customer-focused approach.
• Able to work independently while collaborating effectively with operational teams.
• Full UK driving licence required.

What We Offer

• Salary up to £35,000 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 becoming part of a national organisation delivering essential services to local communities. 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.