Apprentice Resident Liaison Officer
AXIS EUROPE LIMITED
London (E15 4PN)
Closes in 14 days (Tuesday 12 May 2026)
Posted on 27 April 2026
Contents
Summary
Becoming an apprentice at AxisCLC is an excellent opportunity to gain practical experience and training. You will work alongside experienced colleagues, whilst learning on the job. You will be expected to attend school/college once a week as part of your apprenticeship.
- Wage
-
£16,640 for your first year, then could increase depending on your age
National Minimum Wage rate for apprentices
- Training course
- Customer service specialist (level 3)
- Hours
-
Monday - Friday. Start times will vary depending on contract.
40 hours a week
- Start date
-
Tuesday 1 September 2026
- Duration
-
2 years
- Positions available
-
1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
Customer Care:
- Proactively respond to expressions of dis- satisfaction at the initial stage.
- Investigate, register all complaints and report in accordance with company and client procedures.
- Maintain the company’s complaint log and use the information to report on trends.
- Visit residents in their homes, when required, dealing with queries and keeping them informed.
- Make appointments for further work, if required, and ensure these are carried out.
- Respond to expressions of dis-satisfaction received from residents via the text message service within agreed timescales and ensure the issues are addressed.
- Ensure resident surveys are carried out, recorded, address any actions, and provide a monthly report on the survey findings.
Attend monthly contract meetings and supply relevant reports.
Community Engagement:
- Attend Resident Surgeries and assist vulnerable people report repairs.
- Organise resident consultation events and attend Resident Association meetings as required.
- Identify vulnerabilities relating to individual residents and liaise with the client’s housing officers or support services where necessary.
- Work with our Performance Team to ensure that identified vulnerabilities are accurately recorded within the organisation's systems.
- Working with the Community Investment Team, organise volunteering and fundraising events.
- Liaise closely with senior staff to generate a positive culture within the Division.
- Complete a daily activity sheet detailing visits to residents and clients.
- To contribute ideas and suggestions that may enable the company to provide a better service.
- Provide any other reports requested by Client, Line Manager or Customer Manager.
- To deliver Customer Care talks as and when required and to ensure they are documented.
- Fully comply with the Organisation's Health and Safety and Lone Working policies.
- Follow policies, procedures, and initiatives related to sustainability and environmental compliance.
- Undertake any other ad hoc duties necessary for the smooth running of the Repairs and Maintenance Division.
Where you'll work
3 Tramway House
Tramway Avenue
Stratford
London
E15 4PN
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
BARKING AND DAGENHAM COLLEGE
Training course
Customer service specialist (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
- Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
- Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
- Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
- Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
- Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
- Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
- Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
- Service Improvement: Make recommendations based on your findings to enable improvement
- Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Training schedule
You will attend college one day per week working towards the Level 3 Customer Service Standard.
More training information
We will ensure that you are placed with a training provider that is within commutable distance. You will be at college one day per week.
Requirements
Essential qualifications
GCSE in:
- English (grade 4 and above)
- Maths (grade 4 and above)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Logical
- Team working
About this employer
AxisCLC, is a trusted property services specialist delivering responsive repairs, planned works, refurbishments and voids services. We employ more than 1,500 people and support over 250 clients across London and the Southeast. Backed by over 110 years of combined experience across the Axis CLC group, we help keep residents safe, properties well maintained and clients fully compliant.
After this apprenticeship
- Opportunity for permanant work on successful completion of apprenticeship
Ask a question
The contact for this apprenticeship is:
BARKING AND DAGENHAM COLLEGE
The reference code for this apprenticeship is VAC2000028525.
Apply now
Closes in 14 days (Tuesday 12 May 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.