Senior Resident Liaison Officer

About the role

Axis CLC is seeking an experienced Senior Resident Liaison Officer to join its Projects Division. Based at the Herne Hill office, you will travel across multiple refurbishment sites, leading resident engagement and ensuring a high‑quality customer experience throughout project delivery.

Key responsibilities

• Lead resident liaison activities across several projects, keeping residents informed and supported.
• Act as the senior point of contact for escalations, complex cases and customer concerns.
• Build and maintain strong relationships with residents, client representatives, operational teams and external stakeholders.
• Collaborate with Project Managers and Site Managers to meet programme milestones and deliver projects on time.
• Coordinate resident communications such as letters, newsletters, consultations and access arrangements.
• Monitor project communications, complaints and feedback trends to drive continuous improvement.
• Conduct resident profiling and identify additional support requirements where needed.
• Support delivery against contract KPIs, customer satisfaction targets and service standards.

Required profile

• Proven experience in resident liaison or similar customer‑facing role within housing or property services.
• Strong leadership skills with the ability to guide other Resident Liaison Officers.
• Excellent communication and relationship‑building abilities.
• Ability to travel regularly between active project locations.
• Commitment to delivering high standards of customer experience and compliance.

Required skills