Resident Liaison Officer

CLC; Norwich; On-site; GBP 25,000 - GBP 28,000; Full time

Job summary

A national maintenance company is seeking an experienced Resident Liaison Officer (RLO) in Norwich. The RLO will act as the primary contact for residents during refurbishment works, ensuring effective communication and managing resident expectations, especially for vulnerable individuals. Responsibilities include arranging consultation meetings, providing updates, and handling concerns sensitively. Ideal candidates will have relevant experience and strong interpersonal skills. This role offers a salary of £25,000 - £27,500 plus benefits including a car allowance and a bonus scheme.

Benefits

Car allowance

Bonus scheme

Pension scheme

25 days holiday plus bank holidays

Perkbox (discounts, perks & wellbeing offers)

Paid volunteer day

£2000 refer-a-friend bonus

Qualifications

• Previous experience as a Resident Liaison Officer within social housing or construction.
• Strong, empathetic approach when working with residents.
• A full UK driving licence.

Responsibilities

• Act as the primary point of contact for residents during refurbishment.
• Arrange and attend resident consultation meetings.
• Provide timely updates on works and access requirements.

Skills

Interpersonal skills

Empathy

Organizational skills

Communication skills

Problem-solving mindset

Job description

Overview

CLC, part of Axis CLC, is a national maintenance and refurbishment provider with over 1,000 employees and 13 UK offices. We support clients across the healthcare, defence, leisure, heritage, commercial and education sectors, delivering essential building services. As part of the Axis CLC group, backed by over 110 years of combined experience across the organisation, we offer responsive repairs, planned maintenance, compliance, decarbonisation and refurbishment solutions nationwide.

The Role

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.

Responsibilities

• 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

• 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 £25,000 - £27,500 per annum plus benefits including:
• 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.