Mears Group Plc
Provider of UK housing repairs, maintenance, care services, development and facilities management
Customer Liaison Officer
Liaise with customers to deliver housing services and resolve queries.
Job Highlights
About the Role
As a Customer Liaison Officer in the Dartford branch, you will partner with Dartford Council on social‑housing contracts, providing front‑facing support, proactive communication throughout the works lifecycle, and ensuring the customer remains at the heart of all activities. • Deliver front‑line professional service to 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, ensuring effective follow‑up. • Assist with social value initiatives and multi‑channel customer engagement. • Help 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, timely information to customers and operational teams. • Ensure customer feedback is acknowledged and shared to improve service. • Support delivery of customer‑focused training to operational teams. • Represent Mears as a brand ambassador while adhering to all policies and procedures. • Recognise and appropriately escalate safeguarding concerns. • Provide basic guidance on tenancy conditions, lease agreements, and resident responsibilities. • Promote fire safety compliance and communicate key safety messages. • Participate in or coordinate regular estate and property inspections. • Work with local authorities, contractors, and support services to resolve complex resident issues. • Assist with complaint investigations and ensure thorough documentation. • Organise and facilitate resident engagement events, forums, and site briefings. • Support residents in accessing digital services and inclusive communication. • Gather resident feedback and satisfaction data to inform service improvements. • Identify and support residents with additional needs, referring to appropriate services. • Take accurate meeting minutes and produce clear written records.
What You Bring
The role requires strong customer service skills, experience handling complaints, clear written and verbal communication, a professional telephone manner, community‑engagement expertise, IT literacy, problem‑solving ability, and knowledge of tenancy enforcement, anti‑social behaviour protocols, safeguarding, and housing legislation. • Demonstrate good customer service, complaint handling, clear communication, and a professional telephone manner. • Show experience in community engagement, social value, IT literacy, problem‑solving, and independent or team work. • Maintain knowledge of tenancy enforcement, anti‑social behaviour protocols, safeguarding, housing legislation, and local authority procedures.
Benefits
The position offers an annual salary of up to £32,000, a company van and fuel card, and is based in Dartford on a full‑time permanent contract. Benefits include 25 days of annual leave plus bank holidays, an annual Mears Fun Day, paid volunteering leave, staff discounts through Mears Rewards, family‑friendly policies, a company van, fuel card and uniform, and the opportunity to work for an inclusive employer that supports the Armed Forces and veteran transitions.
Work Environment
Field