At a Glance
- Tasks: Lead resident engagement and ensure excellent customer experience across multiple projects.
- Company: Axis CLC, a trusted property services specialist with over 110 years of experience.
- Benefits: Competitive salary, company van, 25 days holiday, and wellness support.
- Other info: Join a diverse team committed to social impact and career growth opportunities.
- Why this job: Make a real impact in communities while developing your career in a supportive environment.
- Qualifications: Experience in resident liaison or customer-facing roles, strong communication skills required.
The predicted salary is between 42000 - 42000 £ per year.
Axis, part of Axis CLC, is a trusted property services specialist delivering responsive repairs, planned works, refurbishments and void 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
Senior Resident Liaison Officer (Senior RLO) to join our Projects Division supporting the delivery of minor works programmes across internal and external refurbishment projects.
Based from our Herne Hill site office, the role will involve regular travel across active project locations and scattered residential properties.
As Senior Resident Liaison Officer, you will lead resident engagement activities across multiple workstreams, ensuring a consistently high standard of customer experience throughout project delivery.
Acting as a key link between residents, operational teams and clients, you will support successful project outcomes while promoting excellent communication, customer satisfaction and community engagement.
You will also provide leadership and guidance to Resident Liaison Officers across the contract where required.
- What You’ll Deliver
- Resident & Customer Experience Leadership
- Lead resident liaison activities across multiple projects, ensuring residents remain informed, supported and engaged throughout delivery.
- Act as the senior point of contact for resident escalations, complex cases and customer concerns.
- Build strong relationships with residents, client representatives, operational teams and external stakeholders.
- Drive customer satisfaction and promote continuous improvement across resident engagement activities.
- Operational Project Support
- Work closely with Project Managers, Site Managers and delivery teams to support programme milestones and successful project delivery.
- Coordinate resident communications including letters, newsletters, consultations and access arrangements.
- Monitor project communications and ensure service standards are consistently achieved.
- Carry out resident profiling and identify additional support requirements where appropriate.
- Performance & Compliance
- Support delivery against contract KPIs, customer satisfaction targets and service standards.
- Monitor complaints, feedback trends and resident outcomes, identifying opportunities for improvement.
- Ensure resident records, surveys and project documentation remain accurate and audit ready.
- Conduct property visits, pre‑start surveys and photographic records where required.
- Team Support & Leadership
- Provide mentoring, coaching and day‑to‑day support to Resident Liaison Officers across the contract.
- Share best practice and contribute to developing resident engagement processes and standards.
- Support onboarding and development of new team members where required.
About You
- Previous experience as a Resident Liaison Officer, Senior RLO, Customer Liaison Officer or customer-facing role within social housing, planned works, refurbishment or construction environments
. Strong understanding of resident engagement principles within occupied properties.
- Experience managing resident concerns, complaints and customer resolutions professionally. Demonstrated ability to manage multiple projects and competing priorities.
- Excellent stakeholder management and relationship-building skills. Strong administrative capability with experience maintaining accurate records and reporting.
- Confident using Microsoft Office including Outlook, Word and Excel. Experience working against KPIs and customer satisfaction measures.
- Professional, resilient and empathetic communication style. Full UK driving licence required.
- Enhanced DBS required (or willingness to complete the process).
What We Offer
- Competitive salary up to
- £42,000 per annum 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 and wellbeing support
- 24/7 GP referral and wellbeing support service
- 1 paid volunteer day
- £2,000 refer‑a‑friend bonus after probation
- Career progression opportunities within Axis CLC
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 genuine opportunities to grow and develop.
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 recruitment process, please let us know.
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Senior Resident liaison officer in London employer: Axis CLC Group
Axis CLC is an exceptional employer, offering a supportive work environment where reliability and quality are at the forefront of our mission. As a Painter and Decorator, you will benefit from competitive pay, a company van, and opportunities for professional development while contributing to meaningful projects that enhance communities across various sectors. Our commitment to inclusion and employee wellbeing ensures that every team member feels valued and empowered to grow within the organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Resident liaison officer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Axis CLC Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Axis CLC Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Resident liaison officer in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Axis CLC Group:Your cover letter is your chance to shine! Tell us why you want to work at Axis CLC Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Axis CLC Group!
How to prepare for a job interview at Axis CLC Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
