Resident Liaison Officer

Join to apply for the Resident Liaison Officer role at Axis Europe Axis Europe, part of Axis CLC, is a trusted property services specialist with 55+ years’ experience, employing over 1,500 people and supporting 250+ clients across the UK. We deliver repairs, planned maintenance, refurbishment, compliance and fire safety, combining local, responsive teams with the scale and stability of a national group. This role supports our long‑term partnership with Notting Hill Genesis (NHG), one of London’s largest housing providers. We deliver reactive, planned and disrepair works across thousands of homes, keeping properties safe, comfortable and well‑maintained, using modern digital systems to keep work flowing smoothly. What We Offer Competitive annual salary Company van and fuel card for work purposes 25 days’ annual leave + bank holidays Up to £2,000 colleague referral fee Long‑service awards at key milestones Perkbox – discounts on coffee, cinema, travel and wellbeing 1 paid volunteer day each year Ongoing training, support and progression, Axis promotes from within The Role We’re looking for a proactive and empathetic Resident Liaison Officer (RLO) to be the key link between residents, our site teams, and the client. You’ll play a vital role in delivering a positive resident experience, building trust, resolving queries quickly, and ensuring clear communication before, during, and after works. You’ll help residents feel respected, listened to and informed, making sure every project runs smoothly from start to finish. What You’ll Do Serve as the main point of contact for residents throughout major repairs and disrepair projects. Communicate clearly about the scope, schedule, and progress of works, managing expectations and resolving issues promptly. Conduct resident introductions, property surveys, and pre‑start visits to assess specific access or support needs. Coordinate access arrangements with delivery teams, ensuring works can proceed safely and efficiently. Manage temporary accommodation and decant arrangements where necessary. Record resident communications, feedback, and project milestones accurately using the Axis systems. Liaise closely with project managers, supervisors, planners, and client representatives to ensure seamless service delivery. Monitor satisfaction levels and identify opportunities for service improvement. Promote a culture of respect, professionalism, and sensitivity in all resident interactions. Ensure Health & Safety and safeguarding procedures are always followed. About You You’re a confident communicator and natural people person who can build trust quickly and stay calm under pressure. You take pride in resolving issues and making residents feel heard and respected, even in challenging situations. Requirements Previous experience in customer service, resident liaison, housing management, or community engagement. Experience supporting major works, disrepair, or refurbishment projects (not day‑to‑day responsive repairs) - Preferred. Excellent communication and interpersonal skills, able to handle sensitive conversations with empathy. Strong organisational and problem‑solving abilities. IT literate (Microsoft Office, CRM or job management systems). Understanding of social housing, repairs or planned maintenance (desirable). Full UK driving licence (Travelling to sites within London). Enhanced DBS required. Our Commitment Many faces, One Axis. We’re proud to be an equal opportunity employer. We value diversity and inclusion across all teams and welcome applications from all backgrounds. Adjustments will be made where needed. Apply Now If you’re a motivated property services professional who takes pride in leading great teams, delivering quality work, and making a real difference for residents, we’d love to hear from you. #J-18808-Ljbffr