Resident Liaison Officer

Description

• Review, coordinate and monitor all customer related tasks and communication materials as appropriate.
• Provide a single point of contact for customer and client throughout the complaint process, investigating issues, providing full responses or information within target times.
• Provide support and feedback to the Helpdesk, taking escalated calls as appropriate.
• Act as an ambassador for Mears and the Council and support customer engagement activities across all work streams; planned and responsive works.
• Ensure all related policy, process and procedures are fully adhered to, and maintain accurate and relevant complaint, customer satisfaction and feedback records using company systems providing reports for the Council as required.
• Escalate any concerns about work processes, behaviour, safeguarding to the appropriate manager.
• Work with the Council to support their resident engagement programme, attending resident meetings/consultation activities as necessary.
• Provide administrative support across the office team and work closely to support other colleagues as required.
• Support delivery of customer training, including standards and safeguarding, to operational teams and subcontractors.
• Act as a champion for social value, supporting the branch in specific activities and recording and promoting achievements.
• Work with supervisors to ensure that appropriate consultation and communication with residents is undertaken, in their homes or during specific events, providing a point of contact during planned works and ensuring that feedback is obtained on works completion.
• Ensure that lessons learned from complaints, and complaint resolution actions are recorded and acted upon throughout the branch.

Requirements

• Able to work under pressure, adjusting priorities to meet changing deadlines and project requirements.
• Demonstrated ability to manage enquiries, resolve issues promptly, and maintain high levels of customer satisfaction in fast-paced environments.
• Previous experience in a customer facing role with experience in the above duties
• Skilled in verbal and written communication, including drafting professional correspondence, formal letters, and clear reports for diverse audiences.
• Ability to use of Microsoft Office Suite (Word, Excel, Outlook) and other digital platforms for scheduling, reporting, and communication.
• UK Full Driving licence.
• Proactive in supporting colleagues, sharing knowledge, and contributing to team objectives while maintaining a positive and adaptable attitude.
• Experienced in handling sensitive situations, mediating disputes, and achieving mutually beneficial outcomes with residents and stakeholders.
• Previous experience managing documentation, maintaining accurate records, and ensuring compliance with organisational standards.

Benefits

• Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more.
• 25 days annual leave plus bank holidays
• Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
• Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
• Company Van, Fuel Card, and Uniform

Training + Development

Interview process

Visa Sponsorship

Security clearance