Resident Liaison Officer (Internal)

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

Benefits offered by this job

Company vehicle

Fuel card

Pension scheme

Medical scheme

Life assurance

25 days annual leave

Perkbox benefits

GP wellbeing service

Volunteer day

Refer-a-friend bonus

Job summary

Axis, part of Axis CLC, is seeking an experienced Resident Liaison Officer to support Guinness's Major Works Programme across Portsmouth and the South East Coast area. You will act as the primary contact for residents, manage communications, arrange consultations and ensure smooth access to properties during works.

Ideal candidates bring social housing experience, excellent communication, and the ability to handle inquiries and complaints professionally.

Qualifications

• Previous experience as a Resident Liaison Officer, Tenant Liaison Officer or Customer Liaison Officer within social housing, planned maintenance, refurbishment or construction environments.
• Excellent communication and interpersonal skills, with the ability to build trust and confidence with residents and stakeholders.
• Experience managing customer inquiries, complaints and conflict resolution in a professional manner.
• Strong organisational and administrative skills with the ability to manage multiple priorities.
• Confident using Microsoft Office applications, including Outlook, Word and Excel.
• Comfortable working within occupied residential properties and customer-focused environments.
• Able to work independently while collaborating effectively with operational teams.
• Professional, approachable and customer-focused.
• Full UK driving licence required.

Responsibilities

• Act as the primary point of contact for residents before, during and after works are carried out.
• Build positive relationships with residents and provide clear, timely communication regarding planned works, programme updates and any changes to schedules.
• Arrange appointments, resident consultations and property access to support the efficient delivery of works.
• Liaise closely with Guinness, Site Managers and the Contracts Manager to ensure resident needs and concerns are addressed promptly.
• Support residents with queries, concerns and complaints, ensuring issues are resolved professionally and efficiently.
• Maintain accurate records of resident contact, access arrangements, complaints, feedback and support requirements.
• Produce and distribute resident communications, including letters, notices and programme updates.
• Attend resident meetings, drop-in sessions and community engagement events where required.
• Identify and help overcome any access or communication barriers that may impact project delivery.
• Support the achievement of customer satisfaction and project KPIs through excellent resident engagement and communication.

Skills

Resident Liaison

Communication

Conflict Resolution

Organisational Skills

MS Office

Customer Focus

Driving Licence

Tools

Outlook

Word

Excel

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 Guinness's Major Works Programme across Portsmouth and the South East Coast area.

What You'll Deliver

• Act as the primary point of contact for residents before, during and after works are carried out.
• Build positive relationships with residents and provide clear, timely communication regarding planned works, programme updates and any changes to schedules.
• Arrange appointments, resident consultations and property access to support the efficient delivery of works.
• Liaise closely with Guinness, Site Managers and the Contracts Manager to ensure resident needs and concerns are addressed promptly.
• Support residents with queries, concerns and complaints, ensuring issues are resolved professionally and efficiently.
• Maintain accurate records of resident contact, access arrangements, complaints, feedback and support requirements.
• Produce and distribute resident communications, including letters, notices and programme updates.
• Attend resident meetings, drop-in sessions and community engagement events where required.
• Identify and help overcome any access or communication barriers that may impact project delivery.
• Support the achievement of customer satisfaction and project KPIs through excellent resident engagement and communication.

About You

• Previous experience as a Resident Liaison Officer, Tenant Liaison Officer or Customer Liaison Officer within social housing, planned maintenance, refurbishment or construction environments.
• Excellent communication and interpersonal skills, with the ability to build trust and confidence with residents and stakeholders.
• Experience managing customer enquiries, complaints and conflict resolution in a professional manner.
• Strong organisational and administrative skills with the ability to manage multiple priorities.
• Confident using Microsoft Office applications, including Outlook, Word and Excel.
• Comfortable working within occupied residential properties and customer-focused environments.
• Able to work independently while collaborating effectively with operational teams.
• Professional, approachable and customer-focused.
• 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 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.