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 Planned Maintenance Division, supporting the delivery of the Westminster contract. Based from our site office in NW6, the role will involve regular travel to properties across London to support planned maintenance works within occupied residential properties and associated environments.

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 £35,000.00, plus performance-related bonus

*       Company Van + fuel card (business use)  / Car 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

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.