Annual salary: up to £28,917.00
Resident Liaison Officer
Cambridge, Cottenham
Full Time Permanent
Salary up to £28,917 per annum
42.5 hours per week Monday - Friday
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 who understand the importance of working together for the local community. You will provide front‑facing support and advice as required, and deliver 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.
Role Criteria
* Provide a front-line professional service to all customers – proactively deliver a positive face‑to‑face experience.
* Experience of handling 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 in a positive way, involve them in the overall delivery process, keeping them informed of progress on works and managing expectations.
* Convey accurate and timely information to customers and operational team in clear, simple terms.
* Ensure customers' opinions are acknowledged and feedback into operational teams – champion customer insight solutions.
* Experience of developing and delivering service improvements.
* Experience of partnership/alliance/collaborative working.
* Good time management, planning & organisational skills.
* Experience of working with computerised systems.
* Good written, verbal and interpersonal skills with a strong customer experience ethos and strong communication skills.
* Experience of delivering community projects.
Benefits we can offer you
* 25 days annual leave plus bank holidays.
* Company Van and Fuel Card.
* Uniform.
* Annual Mears Fun Day – our massive thank you from the Executive team.
* Volunteering Leave – paid volunteering in the community, supporting our social value commitment.
* Staff perks with Mears Rewards – discounts up to 10% on weekly 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 less than 9 penalty points.
Candidates should be aware that all our roles are subject to relevant Background, Identity & Security checks before commencement of employment.
Apply below or discuss your application further; contact: Francesca Swan (phone # pending).
If you need any help with your application process, we are here to support you. We will be accessible every step of the way.
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 are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) and an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.
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. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds.
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