At a Glance
- Tasks: Support residents during maintenance works, ensuring clear communication and positive experiences.
- Company: Axis CLC, a trusted property services specialist with over 110 years of experience.
- Benefits: Competitive salary, company van, 25 days holiday, and wellness perks.
- Other info: Join a diverse team committed to inclusion and community engagement.
- Why this job: Make a real difference in residents' lives while working in a supportive team.
- Qualifications: Experience in customer service or resident liaison, strong communication skills required.
The predicted salary is between 30000 - 38000 £ per year.
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
- 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.
Resident Liaison Officer 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 Resident Liaison Officer
✨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 Resident Liaison Officer
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.
