Resident Liaison Officer

CLC is delivering a long-term programme of planned maintenance and refurbishment works on behalf of Norwich City Council, working across occupied residential properties. We’re looking for an experienced Resident Liaison Officer (RLO) to support residents and site teams throughout the programme.
This role is critical in ensuring clear communication, managing expectations and supporting residents, particularly those who may be vulnerable, throughout the works.
What You’ll Be Doing
* Acting as the primary point of contact for residents during planned refurbishment works
* Arranging and attending resident consultation meetings, pre-start visits and ongoing drop-ins
* Providing clear, timely and empathetic updates on works, programmes and access requirements
* Supporting vulnerable residents, including those living with dementia, ensuring their needs are understood and accommodated
* Managing and resolving resident concerns and complaints professionally and sensitively
* Liaising closely with site managers, operatives and client representatives to minimise disruption
* Maintaining accurate records of resident interactions, feedback and actions
* Supporting smooth delivery of works by ensuring resident communication aligns with site activity
This role requires strong interpersonal skills, empathy and the ability to manage challenging situations calmly and professionally.
About You
You’ll bring:
* Previous experience as a Resident Liaison Officer within social housing or construction
* Experience supporting planned works, particularly kitchens, bathrooms, painting or refurbishment programmes
* A strong, empathetic approach when working with residents, including vulnerable individuals
* Awareness of dementia-related challenges and experience supporting residents with additional needs
* Excellent communication and interpersonal skills
* Strong organisational skills and attention to detail
* A proactive, solution-focused mindset
* A full UK driving licence (essential)
What We Offer
* Salary up to £27,500 per annum
* Car allowance
* Bonus scheme (eligible after 1 years’ service)
* 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 team delivering essential services across housing, education, healthcare, defence and commercial property. We value reliability, quality and social impact, and offer meaningful work with real opportunities to grow.
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