Retrofit Program: Resident Liaison Specialist

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 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.