Resident Liaison Officer
Location: Thurrock
Contract: Full Time – Fixed Term Contract
Salary: Up to £29,856.80 per annum
Hours: 42.5 hours per week Monday – Friday
“Our Planned and Retrofit branch is at the forefront of delivering high‑quality improvement works across our portfolio—enhancing homes, increasing energy efficiency, and making a real difference in communities.”
About The Role
As a Resident Liaison Officer, you will be working on our SHDF retrofit programme within the social housing background, providing a stable and profitable contract, delivering excellent service and support through our local teams. You will deliver proactive communication throughout the works life cycle, putting the customer at the heart of everything we do.
Duties
* Provide a front‑line professional service to all customers – proactively deliver a positive face‑to‑face experience
* Handle multiple tasks in a high volume in a rapidly changing environment
* Coordinate and deliver all customer operational related tasks and communication materials as appropriate
* Ensure customer appointments are attended on time and to standard
* Encourage positive relationships between Mears and the customer, ensuring all actions are followed up and communicated effectively
* Support customer engagement activities across all channels
* Support the Customer Service Centre with resolution of front‑line complaints and queries
* Engage customers positively, involve them in the overall delivery process, keep them informed of progress on works and manage expectations
* Convey accurate and timely information to customers and operational team, in clear simple terms
* Ensure customers’ opinions are acknowledged and fed back into operational teams – champion customer insight solutions
* Experience delivering community projects
Key Criteria
* Social housing experience
* Strong attention to detail
* Excellent written and verbal communication skills
* Experience in delivering projects
* Dealing with residents and communication
* Complaint handling
Benefits We Can Offer You
* 25 days annual leave plus bank holidays
* Company van and fuel card
* Uniform
* Annual Mears Fun Day
* 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
All our roles require candidates to have the entitlement to work within the UK. Mears does not currently offer visa sponsorship.
To drive a Mears vehicle, you must be aged over 21, have held your licence for over 3 months, and have fewer than 9 points.
Candidates should be aware that all roles are subject to relevant background, identity & security checks before commencement of employment.
Apply below or to discuss your application further; contact:
Francesca Swan (francesca.swan@mearsgroup.co.uk)
We will be accessible every step of the way and support you throughout the application process.
At Mears Group we are committed to fostering a diverse and inclusive environment where everyone can thrive. We are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.
We proudly support the Armed Forces Covenant and have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) and hold an Endorser Award for the Career Transition Partnership.
In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. These questions are optional and will not impact your ability to apply.
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