Customer Liaison Officer

Customer Liaison Officer

Location:
Evesham

Contract:
Full Time Permanent.

Salary up to £
30,000
per annum
, plus, company van & fuel card.

42.5 hours per week (8-5 Monday
- Friday)

Mears Group is mobilising a new long-term social housing repairs and maintenance partnership across the wider Midlands region. Delivering housing repairs and maintenance services across a geographically diverse social housing portfolio covering market towns, rural communities and urban locations, the contract will include responsive repairs, planned maintenance and property services with a strong focus on customer service, quality and community investment.

We are now recruiting experienced Customer Liaison Officers across South Worcestershire, North Gloucestershire, and surrounding areas to support the mobilisation and ongoing delivery of the contract.

About the Role:

We are seeking a Customer Liaison Officer to join our team. You will be working in our social housing team, providing a stable and profitable contract, delivering excellent service and support through our local teams, who understand the importance of working together for the local community.

A Customer Liaison Officer within our Eveshambranch you will positively represent Mears, working closely with the contract operational team and customers daily. Provide front facing support and advice as required and delivering proactive communication throughout the works life cycle. Putting the customer at the heart of everything we do; ensuring we meet the needs of the business, our clients, and our customers.

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
• 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 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 escalate 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
• 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 where necessary

Role Criteria

• Good customer service skills
• Experience in handling complaints and resolving queries
• Clear written and verbal communication skills
• 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 escalate concerns
• Ability to manage sensitive conversations with empathy and discretion
• Experience working with diverse communities and promoting equality and…