At a Glance
- Tasks: Be the friendly face for residents during property maintenance and refurbishment projects.
- Company: Join Axis CLC, a trusted property services specialist with over 110 years of experience.
- Benefits: Enjoy a competitive salary, company vehicle, generous holiday, and perks like discounts and wellbeing offers.
- Other info: Opportunities for growth and progression in a diverse and inclusive workplace.
- Why this job: Make a real difference in residents' lives while developing your career in a supportive environment.
- Qualifications: Experience in customer-facing roles and strong empathy for vulnerable individuals are essential.
The predicted salary is between 31500 - 38500 £ 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’re looking for a compassionate and organised Resident Liaison Officer (RLO) to join our team, based on out of our Hull 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.
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
As a Resident Liaison Officer, you will have
- Experience in a Tenant/Resident Liaison role or customer-facing position within social housing, property maintenance or construction.
- Strong empathy and the ability to support vulnerable individuals with professionalism and care.
- Awareness of challenges faced by residents with dementia or other cognitive impairments.
- Excellent written and verbal communication skills with a calm, approachable manner.
- Highly organised, proactive and solution focused.
- Confident working collaboratively with site teams and clients.
- Full UK driving licence (essential).
What We Offer
- A competitive salary package Up to £34,000 depending on experience.
- Company vehicle + fuel card (business use)
- 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.
Resident Liaison Officer employer: CLC
At Axis CLC, we pride ourselves on being an excellent employer, offering a supportive work culture that values reliability and quality. As a Contracts Manager, you will benefit from a competitive salary, performance-related bonuses, and opportunities for professional development within a national team dedicated to making a social impact. With a commitment to diversity and inclusion, we ensure that every employee has the chance to thrive in their career while contributing to meaningful projects across various sectors.
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 CLC. 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 CLC 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 CLC:Your cover letter is your chance to shine! Tell us why you want to work at CLC 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 CLC!
How to prepare for a job interview at CLC
✨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.
