Resident Liaison Officer(Internal)

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

Benefits offered by this job

Car allowance

Company vehicle / fuel card

Pension scheme and life assurance

23 days’ holiday + bank holidays

Perkbox discounts

Job summary

Axis CLC Group is recruiting a Resident Liaison Officer (RLO) to support a planned maintenance programme across North Yorkshire. The role is site-based with travel between residents' homes and project locations, ensuring a safe, considerate and well-coordinated service.

You will maintain strong resident engagement, manage access, and document needs and outcomes to support high levels of customer satisfaction and project performance.

Qualifications

• Experience in a resident liaison, customer service, housing, construction or community-facing role.
• Experience of dealing with complaints, concerns and sensitive situations.
• Experience of managing appointments, property access or customer communications.

Responsibilities

• Build and maintain positive relationships with residents as the primary contact throughout planned works.
• Deliver effective resident communication and engagement, updating on timelines and disruptions.
• Conduct pre-works visits, consultations and needs assessments to identify support requirements.
• Coordinate access arrangements and temporary relocations; support vulnerable residents.
• Promote health, safety and safeguarding during the programme.
• Liaise with site teams and residents and provide progress updates.

Skills

Resident liaison

Customer service

Housing experience

Construction knowledge

Record keeping

Communication

Flexibility

Driving licence

Job description

CLC, part of Axis CLC, is a national maintenance and refurbishment provider with over 1,000 employees and 13 UK offices. We support clients across the housing, healthcare, defence, leisure, heritage, commercial and education sectors, delivering essential building services. As part of the Axis CLC group, backed by over 110 years of combined experience across the organisation, we offer responsive repairs, planned maintenance, compliance, decarbonisation and refurbishment solutions nationwide.

CLC are recruiting for a Resident Liaison Officer (RLO) to support the successful delivery of a planned maintenance programme across North Yorkshire.

The Resident Liaison Officer will act as the principal point of contact between residents, the client, and the project delivery team throughout the planned works programme. This is a site‑based role, requiring regular travel between residents' homes and project locations across the North Yorkshire area.

This contract delivers approximately 150-200 kitchen and bathroom replacements annually within occupied residential properties. The successful candidate will play a key role in ensuring a positive customer experience, supporting operational delivery, maintaining strong resident engagement, and achieving high standards of customer satisfaction, health and safety, and project performance.

The Role:

The role is responsible for maintaining positive working relationships, coordinating access, keeping residents informed, understanding individual household requirements and resolving enquiries or concerns wherever possible. You will support residents before, during and after the works, helping to ensure that each household receives a safe, considerate and well‑coordinated service.

Responsibilities:

• Build and maintain positive relationships with residents, acting as the primary point of contact throughout planned works projects.
• Deliver effective resident communication and engagement, ensuring residents are informed of project timelines, updates, and any potential disruptions.
• Conduct pre‑works visits, resident consultations, and household needs assessments to identify support requirements.
• Manage resident choices, approvals, and permissions, ensuring all preferences are accurately recorded and communicated.
• Coordinate access arrangements, temporary relocations where required, and provide appropriate support to vulnerable residents.
• Promote resident welfare by ensuring health, safety, and safeguarding considerations are adhered to at all times.
• Liaise with site teams and residents throughout the works programme, providing regular progress updates and resolving any concerns promptly.
• Undertake property inspections, completion visits, snagging reviews, and resident satisfaction surveys upon project completion.
• Maintain accurate records, resident databases, case notes, and project documentation, producing reports as required.
• Support the successful delivery of planned works programmes by ensuring excellent customer service and high levels of resident satisfaction.

About You:

• Experience in a resident liaison, customer service, housing, construction or community-facing role.
• Experience of dealing professionally with complaints, concerns and sensitive situations.
• Experience of managing appointments, property access or customer communications.
• Ability to maintain clear and accurate records.
• Experience of working with operational teams and coordinating actions between different parties.
• Confidence visiting occupied homes and communicating with residents from a wide range of circumstances.
• Willing to work flexibly when resident meetings or engagement activities take place outside normal working hours.
• Happy to travel around North Yorkshire and surrounding areas.
• Full valid driver’s license.

What We Offer:

• Up to £35,000 per annum depending on experience
• Car allowance or company vehicle / fuel card
• Full Time, Permanent
• Pension scheme and life assurance
• 23 days’ holiday + bank holidays
• Perkbox (discounts, perks & wellbeing offers)
• 1 paid volunteer day
• £2000 refer-a-friend bonus after the referee passes probation
• Opportunities for development and progression across Axis CLC

Why Axis CLC:

Joining Axis CLC means being part of a national team 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 need any adjustments during the hiring process, please let us know.