Resident Liaison Officer

Axis, part of Axis CLC, is a trusted property services specialist delivering responsive repairs, planned works, refurbishments and voids services. We employ more than 1,500 people and support over 250 clients across London and the Southeast. Backed by over 110 years of combined experience across the Axis CLC group, we help keep residents safe, properties well maintained and clients fully compliant.

The Role

We re looking for a compassionate and organised Resident Liaison Officer (RLO) to join our team, based from our Canterbury office with travel to sites across the region. As the key link between our delivery teams and residents, you ll help ensure communication is clear, respectful and inclusive throughout planned maintenance and refurbishment works. Site compound environment.

You ll play a vital role in supporting residents, particularly those who may be vulnerable or require additional assistance, so that works are delivered safely, smoothly and with minimal disruption.

Responsibilities

• Act as the primary point of contact for residents throughout the works programme.
• Arrange and attend resident consultation meetings, home visits, and pre-start appointments.
• Provide clear, timely and empathetic updates on progress, schedules, access requirements and changes.
• Handle concerns, complaints and queries professionally, ensuring resident satisfaction.
• Maintain accurate records of resident interactions, feedback and agreed actions.
• Identify and support vulnerable residents, including those with additional needs or dementia, ensuring reasonable adjustments are made.
• Collaborate closely with site managers, operatives and client representatives to support smooth project delivery.
• Ensure all communication and documentation aligns with health & safety, legal and client requirements.

About You

• Experience within social housing, refurbishment or retrofit works would be highly beneficial.
• Strong written and verbal communication skills
• Demonstrable track record of staying with previous employers for reasonable durations (we are looking for stability and commitment)
• Comfortable working from a site compound/welfare environment.
• Willing and able to travel around Canterbury to hand-deliver letters, carry outdoor knocks etc.
• Experience arranging appointments for multiple trades and managing access for works.
• Competent in Microsoft Excel (maintaining trackers for PIBIs, installs and programme booking).
• Organised.
• Positive, professional, and resilient in dealing with residents.
• Able to carry out pre-condition reports before works commence.
• Working from home may be permitted depending on project needs but must be agreed in advance this is primarily a site-based role.
• Full UK driving licence (essential).

What We Offer

• A competitive salary package
• £30,000 - £35,000 per annum + car allowance
• Pension scheme and life assurance
• 25 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 organisation that delivers essential services across housing, education, healthcare, defence and commercial property. You ll be joining a team that values reliability, quality and social impact, offering long-term stability, meaningful work and genuine opportunities to grow and progress in your career.

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.