Customer Liaison Officer

About the Role

The officer will ensure a positive customer experience by coordinating operational tasks, attending appointments, supporting the Group Customer Success Manager, and championing social‑value and community engagement initiatives. They will also manage complaints, provide tenancy guidance, promote fire‑safety messages and contribute to regular estate inspections. • Deliver front‑line professional service to all customers, ensuring a positive experience • Coordinate and manage customer‑related operational tasks and communications • Attend customer appointments promptly and to required standards • Support the Group Customer Success Manager with operational needs • Build and maintain positive relationships between Mears and customers • Assist with social‑value initiatives and multi‑channel customer engagement • Resolve front‑line complaints and queries in collaboration with the Customer Service Centre • Champion social value, internal communications, and the “red thread” approach • Engage customers positively, involve them in service delivery and manage expectations • Communicate accurate and timely information to customers and operational teams • Capture, acknowledge and share customer feedback to drive service improvements • Deliver customer‑focused training to operational teams • Follow all relevant policies, processes and procedures and escalates safeguarding concerns • Provide basic guidance on tenancy conditions, lease agreements and resident responsibilities • Promote compliance with fire‑safety regulations and communicate key safety messages • Participate in or coordinate regular estate and property inspections • Liaise with local authorities, contractors and support services to resolve complex resident issues • Organise and facilitate resident engagement events, forums and site briefings • Support residents in accessing digital services and inclusive communication • Accurately take meeting minutes and produce clear written records

Key Responsibilities

• ▸customer service
• ▸operational coordination
• ▸complaint management
• ▸fire safety
• ▸estate inspections
• ▸digital support

What You Bring

The ideal candidate has strong customer‑service skills, experience handling complaints, clear written and verbal communication, and a professional telephone manner. They should be IT‑literate, comfortable with digital systems, able to work independently or in a team, and possess knowledge of tenancy enforcement, anti‑social behaviour protocols, safeguarding and housing legislation. • Demonstrate strong customer service, complaint handling and problem‑solving abilities • Exhibit clear written and verbal communication with a professional telephone manner • Be IT‑literate and confident using digital systems • Understand tenancy enforcement procedures, anti‑social behaviour protocols and safeguarding principles • Work independently or collaboratively, showing empathy in sensitive conversations • Experience in community engagement, diversity and equality promotion, and knowledge of housing legislation

Requirements

• ▸customer service
• ▸it‑literate
• ▸tenancy enforcement
• ▸safeguarding
• ▸housing legislation
• ▸complaint handling

Benefits

The position offers an annual salary of up to £31,416, a company van and fuel card, and is based in London (Kensal Road, W10). It is a full‑time permanent role with Mears Group, the UK’s largest provider of repairs, maintenance and regeneration services, working with more than 70 local authorities, housing associations and ALMOs. Mears offers 25 days of annual leave plus bank holidays, an annual Fun Day, paid volunteering leave, staff discounts through Mears Rewards, a share‑save scheme, family‑friendly policies, a company van, fuel card and uniform. All candidates must have the right to work in the UK and will undergo background, identity and security checks. • Salary up to £31,416 plus company van and fuel card • 25 days annual leave plus bank holidays • Annual Mears Fun Day and paid volunteering leave • Staff discounts, share‑save scheme and family‑friendly policies • Uniform provided

Work Environment

Field