Resident Liaison Officer

About the Role

Annual salary: up to £30,614.78 per annum, plus company van and fuel card. Mears is the largest provider of repairs, maintenance, and regeneration services across the UK, working with more than 70 local authorities, Arm's Length Management Organisations and Housing Associations. The Customer Liaison Officer will work alongside Thurrock Council within the social housing sector, representing Mears and providing front line customer support throughout the works life cycle.

Key Responsibilities

• Deliver a 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, ensuring effective follow up.
• Assist with social value initiatives and customer engagement across all channels.
• Calibrate complaints and queries relating to Damp & Mould and Planned projects 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 in clear terms.
• Ensure customer feedback is acknowledged and shared with operational teams to improve service.
• Support delivery of customer focused training to operational teams.
• Represent Mears professionally as a brand ambassador.
• Adhere to all relevant policies, processes and procedures.
• Recognise and escape safeguarding concerns appropriately.
• Provide basic guidance on tenancy conditions, lease agreements and resident responsibilities.
• Communicate key safety messages and promote compliance with fire safety regulations.
• Participate in or coordinate regular estate and property inspections.
• Work 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.
• Gather resident feedback and satisfaction data to inform service improvements.
• Identify and support residents with additional needs and refer to appropriate services where necessary.

Employment Requirements

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

Benefits

• 25 days annual leave plus bank holidays.
• Annual Mears Fun Day.
• Volunteering leave - paid time off for community volunteering.
• Staff perks via Mears Rewards (discounts on groceries, holidays, eye tests, share save scheme, etc.).
• Family friendly policies.
• Company van, fuel card and uniform.

Employment Terms

Full time permanent contract.

Applicants must be entitled to work in the UK; Mears does not offer visa sponsorship.

To drive a Mears vehicle, candidates must be aged over 21, hold a driving licence for at least three months and have fewer than nine points.

All roles are subject to relevant background, identity and security checks before commencement.

Contact

Laura Bourne ()