Customer Liaison Officer

Overview

Serve as primary contact, handling customer queries, complaints and engagement for housing services.

Key Responsibilities

• feedback analysis
• complaint management
• resident engagement
• safety communication
• training support
• operational coordination

Tasks

-Assist with social value initiatives and customer engagement across all channels -Gather resident feedback and satisfaction data to inform service improvements -Recognise and escalate safeguarding concerns appropriately -Support delivery of customer-focused training to operational teams -Adhere to all relevant policies, processes, and procedures -Deliver a front-line professional service to all customers, ensuring a positive experience -Coordinate and manage customer-related operational tasks and communications -Organise and facilitate resident engagement events, forums, and site briefings -Attend customer appointments promptly and to required standards -Champion social value, internal communications, and the red thread approach -Identify and support residents with additional needs, referring to appropriate services where necessary -Support residents in accessing digital services and inclusive communication -Assist with complaint investigations and ensure thorough documentation -Engage customers positively, involve them in service delivery, and manage expectations -Build and maintain positive relationships between Mears and customers, ensuring effective follow-up -Communicate accurate and timely information to customers and operational teams in clear terms -Support the Group Customer Success Manager with operational needs -Work with local authorities, contractors, and support services to resolve complex resident issues -Participate in or coordinate regular estate and property inspections -Help resolve front-line complaints and queries in collaboration with the Customer Service Centre -Provide basic guidance on tenancy conditions, lease agreements, and resident responsibilities -Communicate key safety messages and promote compliance with fire safety regulations -Ensure customer feedback is acknowledged and shared with operational teams to improve service

Requirements

• safeguarding
• communication
• it literate
• customer service
• problem solving
• housing legislation

What You Bring

-Awareness of safeguarding principles and how to escalate concerns -Clear written and verbal communication skills -IT literate and confident using digital systems -Experience in handling complaints and resolving queries -Experience working with diverse communities and promoting equality and inclusion -Understanding of tenancy enforcement procedures and anti-social behaviour protocols -Professional telephone manner -Ability to work independently or as part of a team -Ability to take accurate meeting minutes and produce clear written records -Good customer service skills -Effective problem-solving skills -Knowledge of housing legislation and local authority procedures -Experience in community engagement, social value, or resident involvement -Ability to manage sensitive conversations with empathy and discretion

People Also Searched For

Benefits

-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 -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

About Mears Group Plc

-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.

Sector Specialisms

Visa Sponsorship

-no visa sponsorship is offered; candidates must have uk work entitlement.

Security Clearance

-applicants must undergo background, identity and security checks prior to start.