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Resident Liaison Officer
Mears Group Plc
Resident Liaison Officer for a social housing background, providing customer support and communication throughout retrofit program.
15d ago
£28,917
Expert & Leadership (13+ years), Junior (1-3 years), Experienced (8-12 years), Intermediate (4-7 years)
Full Time
Cottenham, England, United Kingdom
Hybrid
Company Size
5,500 Employees
Service Specialisms
Construction services
Property Maintenance
Housing Management
Social Care
Design
Engineering
Technical Services
Facilities Management
Sector Specialisms
Housing Management
Building Repairs and Maintenance
Housing with Care
Energy Efficiency Solutions
Public Sector Building
Affordable Homes
Personal Care Services
Homelessness Solutions
Role
What you would be doing
customer engagement
communication materials
complaint resolution
appointment management
relationship building
channel management
- Engage customers in a positive way, involve them in the overall delivery process, keeping them informed of progress on works and manage expectations
- Coordinate and deliver all customer operational related tasks and communication materials as appropriate
- Support Customer Service Centre with resolution of front-line complaints and queries
- Ensure customer appointments are attended on time and to standard
- Encourage positive relationships between Mears and the customer, ensuring all actions are followed up and communicated effectively
- Support customer engagement activities across all channels
- Provide a front-line professional service to all customers - pro-actively deliver a positive face to face experience
- Convey accurate and timely information to customers and operational team, in clear simple terms
- Ensure customers opinions are acknowledged and feedback into operational teams – champion customer insight solution
What you bring
computerised systems
delivering projects
time management
interpersonal skills
multi-tasking
service improvement
- Experience of working with computerised systems
- Experience of delivering community projects
- Good time management, planning & organisational skills
- Good written, verbal, and interpersonal skills with strong customer experience ethos and strong communication skills
- Experience of handling multiple tasks in a high volume in a rapidly changing environment
- Experience of developing and delivering service improvements
- Experience of partnership /alliance /collaborative working
- Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
- Company Van and Fuel Card
- Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
- Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
- 25 days annual leave plus bank holidays
Information not given or found
Interview process
Information not given or found
Visa Sponsorship- mears does not currently offer visa sponsorship.
- candidates should be aware that all our roles are subject to relevant background, identity & security checks before commencement of employment.
Company
Overview
Revenue Tops £1.13亿
Annual Revenue
The company achieved over £1.13 billion in revenue during 2024.
Founded in 1988
Year Established
The company was established in Gloucestershire in 1988.
Over 700,000 Homes
Social Homes Managed
The company maintains over 700,000 social homes across the UK.
- Rapid growth through acquisitions and organic expansion.
- Specialist teams provide rapid-response and planned maintenance, refurbishment, boiler servicing, fire safety, and retrofitting services.
- Delivers tailored care-with-housing schemes and manages tenancies, leaseholds, and emergency accommodation.
- Builds affordable homes, handles capital works, and offers full lifecycle facilities management.
- Strategic acquisitions have shaped its full-service housing platform.
- Customer First – We put our customers at the heart of everything we do.
- Make a Difference – We work with passion and drive to make a real difference.
- Be Accountable – We take ownership and are responsible for our actions.
- Teamwork – We believe in the power of collaboration and working together.
- Integrity – We act with honesty and transparency in everything we do.
Net zero target
By 2050
A commitment to achieving net zero carbon emissions by 2050.
50% reduction target
Carbon emissions by 2030
Aiming to reduce carbon emissions by half by 2030.
- Sustainable construction practices and solutions.
- Investment in low-carbon technologies and renewable energy sources.
- Reducing waste to landfill through effective recycling programs.
- Partnerships with suppliers to improve sustainability across the supply chain.
40% by 2025
Women in Leadership
Aim to achieve a gender balance target with 40% women in leadership roles by 2025.
- Continuous monitoring and reporting on gender diversity.
- Annual training on unconscious bias and inclusive leadership.
- Support for gender pay gap reporting and reduction initiatives.
- Encouraging flexible working to support diverse teams.
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