Resident Liaison Officer – Thanet (Full Time, Permanent)
Annual salary up to £29,856.80 per annum. Working 42.5 hours per week, Monday – Friday.
About the Role
As a Resident Liaison Officer you will support the SHDF retrofit programme within the social housing sector, delivering excellent service and support to the local community. You will provide front‑facing support, proactive communication and engage customers throughout the works life cycle.
Duties
- Deliver a professional, front‑line service to customers and ensure a positive face‑to‑face experience
- Manage a high volume of tasks in a fast‑paced and changing environment, ensuring priorities are handled effectively
- Coordinate and carry out customer‑related operational tasks, including communications and updates
- Ensure all customer appointments are attended on time and to the required standard
- Build and maintain positive relationships with customers, ensuring actions are followed up and clearly communicated
- Support and deliver customer engagement activities across a range of channels
- Work with the Customer Service Centre to resolve front‑line queries and complaints effectively
- Engage with customers throughout works, keeping them informed, managing expectations, and involving them in the process
- Provide clear, accurate, and timely information to both customers and operational teams
- Capture customer feedback and ensure it is fed back into operational teams to support continuous improvement
- Identify opportunities and contribute to service improvements
- Work collaboratively with internal teams and external partners to support service delivery
- Plan and manage workload effectively to meet deadlines and service standards
- Use internal systems to accurately record and manage customer and operational information
- Communicate confidently with customers and colleagues, both verbally and in writing
- Support and contribute to community‑focused initiatives and projects as required
Key Criteria
- Previous experience in a customer‑facing role, ideally within housing, repairs or a similar service environment
- Proven ability to manage a high volume of work in a fast‑paced, changing environment
- Strong communication skills, ability to explain information clearly and manage customer expectations
- Experience handling customer queries and complaints with a focus on resolution and positive outcomes
- Ability to build and maintain effective relationships with customers and internal teams
- Good organisational and time‑management skills, with the ability to prioritise workload effectively
- Experience using computerised systems to manage customer information and track activity
- A proactive approach to customer engagement and improving service delivery
- Ability to work collaboratively across teams and with external partners
- Experience or interest in supporting community initiatives or projects (desirable)
Benefits we can offer you
- 25 days annual leave plus bank holidays
- Company van and fuel card
- Uniform
- Annual fun day organised by the Executive team
- Volunteering leave – paid volunteering in the community
- Staff perks with Mears Rewards – discounts on groceries, holidays, eye test vouchers, share‑save scheme, and more
- Family‑friendly policies
Employer Information
All roles require entitlement to work in the UK; Mears does not offer visa sponsorship. To drive a Mears vehicle you must be aged over 21, have held your licence for at least 3 months, and have less than 9 points. All roles are subject to relevant background, identity and security checks before commencement of employment.
Mears is a Disability Confident employer, supports the Armed Forces Covenant and has the Gold Award in the Defence Employer Recognition Scheme. We are committed to social mobility and support voluntary background information sharing during the application process to enhance diversity.
We are an equal opportunity employer. We are committed to fostering a diverse and inclusive environment where everyone can thrive.
