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- Tasks: Be the friendly face for residents, solving problems and building strong relationships.
- Company: Axis, a community-focused company that values excellent customer service.
- Benefits: Full training, supportive team, and a dynamic work environment.
- Why this job: Make a real difference in local communities while developing your people skills.
- Qualifications: No housing experience needed; just bring your empathy and customer focus.
- Other info: Flexible role with opportunities to meet diverse people every day.
The predicted salary is between 28800 - 43200 £ per year.
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 are looking for an organised and customer-focused Resident Liaison Officer to join our Repairs & Maintenance team, supporting the delivery of services to housing association and local authority residents.
Working on our long-term partnership with Warwick Housing, you will help coordinate dealing with customer satisfaction and disrepairs, liaising with residents throughout scheduled works. This role plays a key part in ensuring repairs are processed efficiently, residents are kept informed and records are maintained accurately.
Responsibilities
- Handle outgoing calls to residents and incoming calls from clients, providing clear and professional updates on repair works.
- Process and schedule repair orders using company systems, ensuring accuracy for invoicing and reporting.
- Maintain accurate records, job notes and audit trails.
- Review supervisor and operative reports and take appropriate follow-up action.
- Resolve queries and minor complaints at first point of contact.
- Monitor shared inboxes, logs and variation requests.
- Liaise with operatives, planners, subcontractors and residents to coordinate works and provide progress updates.
- Order materials and equipment as required.
- Ensure all activity is updated accurately and in line with KPIs and service targets.
About You
- Administrative experience within social housing (desirable), with a strong preference for candidates who have supported repairs and maintenance delivery.
- IT literate with strong system and data-entry skills.
- Understanding of maintenance and repairs terminology.
- Awareness of KPIs and performance targets.
- Knowledge of housing sector processes (desirable).
- You will need to have a valid driver’s license and access to your own vehicle.
Skills
- Excellent telephone manner and customer service skills.
- Strong communication and problem-solving abilities.
- Ability to prioritise and manage workload under pressure.
- High attention to detail and accuracy.
- Ability to meet tight deadlines.
- Team player with a positive, flexible approach.
- Organised and compliant.
What We Offer
- Car allowance.
- 25 days holiday + bank holidays.
- Pension, medical scheme options and life assurance.
- Employee rewards and wellbeing programme.
- Career development and internal progression opportunities.
Why Axis CLC
Joining Axis CLC means being part of a national team 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 need any adjustments during the hiring process, please let us know.
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Resident Liaison Officer employer: Axis Europe
Contact Detail:
Axis Europe Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resident Liaison Officer
✨Tip Number 1
Network like a pro! Reach out to your contacts in the hospitality or customer service sectors. You never know who might have a lead on a Resident Liaison Officer role or can put in a good word for you.
✨Tip Number 2
Practice your people skills! Since this role is all about building relationships, try role-playing common scenarios with friends or family. This will help you feel more confident when dealing with residents and their concerns.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you’ve turned a negative situation into a positive one. Be ready to share these stories during interviews to demonstrate your ability to handle challenges.
✨Tip Number 4
Apply through our website! We want to see your application, so make sure you submit it directly on our platform. It shows you're serious about joining our team and helps us keep track of your application easily.
We think you need these skills to ace Resident Liaison Officer
Some tips for your application 🫡
Show Your People Skills: Make sure to highlight your experience in hospitality, travel, or customer service. We want to see how you've built relationships and solved problems in the past, so share specific examples that showcase your friendly and approachable nature.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate good communication, so make sure your writing is clear and easy to understand. Avoid jargon and focus on what makes you a great fit for the Resident Liaison Officer role.
Demonstrate Your Commitment: Let us know why you're passionate about customer service and making a difference in local communities. Share any relevant experiences that show your dedication to helping others and your proactive approach to problem-solving.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team at Axis!
How to prepare for a job interview at Axis Europe
✨Know Your Customer Service Basics
Brush up on your customer service principles before the interview. Think about how you can apply your experience from hospitality or travel to the role of a Resident Liaison Officer. Be ready to share specific examples of how you've gone the extra mile for customers in the past.
✨Showcase Your Problem-Solving Skills
Prepare to discuss situations where you've successfully resolved issues or complaints. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help demonstrate your calmness under pressure and your ability to think on your feet.
✨Emphasise Your Communication Skills
As a Resident Liaison Officer, communication is key. Practice articulating your thoughts clearly and confidently. You might even want to role-play common scenarios with a friend to get comfortable with face-to-face interactions and written communication.
✨Research Axis and Its Values
Familiarise yourself with Axis's commitment to customer care and community support. Be prepared to discuss how your values align with theirs and how you can contribute to their mission. Showing that you understand and resonate with their goals will set you apart from other candidates.