Resident Liaison Officer

About the role

Axis CLC is seeking an experienced Resident Liaison Officer to join its Planned Maintenance Division for the Westminster contract. Based in NW6, you will travel across London to support planned maintenance works in occupied residential properties, acting as the primary point of contact for residents.

Key responsibilities

• Provide courteous, customer‑focused service throughout planned maintenance programmes.
• Inform residents about works, programme updates and access arrangements.
• Conduct resident inductions, profiling and consultation visits to identify support needs.
• Prepare and distribute written communications such as letters, newsletters and programme updates.
• Handle resident queries, concerns and complaints, ensuring prompt and professional resolution.
• Collaborate with Project Managers, Site Managers and operational teams to meet project KPIs.
• Maintain accurate manual and electronic records of resident interactions.
• Carry out property condition surveys and photographic records before works commence.
• Participate in resident meetings, consultation events and community engagement activities.
• Promote continuous improvement and share best practices to enhance customer satisfaction.

Required profile

• Previous experience in a customer service or resident liaison role.

Required skills