Senior Resident liaison officer; Internal

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 work streams, 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.

• 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.

• 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.

• 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.

• 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.

• 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).

• 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

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.

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.