Apprentice Resident Liaison Officer

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. Becoming an apprentice at Axis CLC is an excellent opportunity to gain practical experience and training. You will work alongside experienced colleagues, whilst learning on the job. You will be expected to attend school/college once a week as part of your apprenticeship. Upon successful completion of your apprenticeship, you could be offered a permanent position.

To work with the Apprentice team learning the skills and gaining experience as a Resident Liaison Officer whilst studying towards completion of the Level 2 Customer Services Apprenticeship.

• Attend Axis Induction, Health & Safety training, Training and College Induction.
• Ensure college course attendance is 100% and college absence communicated to your Line Manager.
• Communicate any absence from work as per your contractual terms and conditions.
• Communicate college requirements for completion of the Level 2 apprenticeship portfolio work with Axis mentor, Apprentice Co‑ordinator, and Line Manager.

• Proactively respond to expressions of dis‑satisfaction at the initial stage.
• Investigate, register all complaints and report in accordance with company and client procedures.
• Maintain the Company’s complaint log and use the information to report on trends.
• Visit residents in their homes, when required, dealing with queries and keeping them informed.
• Make appointments for further works, if required, and ensure these are carried out.
• Respond to expressions of dis‑satisfaction received from residents via the text message service within agreed timescales and ensure the issues are addressed.
• Ensure resident surveys are carried out, recorded, address any actions, and provide a monthly report on the survey findings.
• Attend monthly contract meetings and supply relevant reports.

• Attend Resident Surgeries and assist vulnerable people report repairs.
• Organise Resident consultation events and attend Resident Association Meetings as required.
• Identify vulnerabilities relating to individual residents and liaise with client’s housing officers or support services where necessary.
• Work with our Performance Team to ensure identified vulnerabilities are accurately recorded within the organisation’s systems.
• Working with the Community Investment Team, organise volunteering and fund‑raising events.
• Liaise closely with senior staff to generate a positive culture within the Division.
• Complete a daily activity sheet detailing visits to residents and clients.
• Contribute ideas and suggestions that may enable the company to provide a better service.
• Provide any other reports requested by Client, Line Manager or Customer Manager.
• Deliver Customer Care talks as and when required and ensure they are documented.
• Fully comply with the Organisations Health and Safety and Lone Working policies.
• Follow policies, procedures, initiatives related to sustainability and environmental compliance.
• Undertake any other ad hoc duties necessary for the smooth running of the Repairs and Maintenance Division.

• GCSE 4 & above (A-C) in Maths & English or equivalent
• Good communication
• Presentable
• Positive attitude to work
• Attention to detail

• Salary of £8 per hour plus benefits including: Pension scheme and life assurance
• Travel Expense Coverage: Enabling all apprentices to travel to/from college and/or apprentice/work‑related events.
• 25 days’ holiday + bank holidays
• Access to Perkbox (discounts, perks & wellbeing offers)
• 1 paid volunteer day
• Access to Learning and development opportunities: These include financial wellbeing, technical skills and coaching.

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.

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.