About the Role
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We are seeking a Customer Liaison Officer to join our team. You will be working alongside Octavia Housing Association in our social housing division 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 Octavia branch based in North Kensington 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 criteria:
1. Deliver a front-line professional service to all customers, ensuring a positive experience
2. Coordinate and manage customer-related operational tasks and communications
3. Attend customer appointments promptly and to required standards
4. Support the Group Customer Success Manager with operational needs
5. Build and maintain positive relationships between Mears and customers, ensuring effective follow-up
6. Assist with social value initiatives and customer engagement across all channels
7. Help resolve front-line complaints and queries in collaboration with the Customer Service Centre
8. Champion social value, internal communications, and the red thread approach
9. Engage customers positively, involve them in service delivery, and manage expectations
10. Communicate accurate and timely information to customers and operational teams in clear terms
11. Ensure customer feedback is acknowledged and shared with operational teams to improve service
12. Support delivery of customer-focused training to operational teams
13. Represent Mears professionally as a brand ambassador
14. Adhere to all relevant policies, processes, and procedures
15. Recognise and escalate safeguarding concerns appropriately
16. Provide basic guidance on tenancy conditions, lease agreements, and resident responsibilities
17. Communicate key safety messages and promote compliance with fire safety regulations
18. Participate in or coordinate regular estate and property inspections
19. Work with local authorities, contractors, and support services to resolve complex resident issues
20. Assist with complaint investigations and ensure thorough documentation
21. Organise and facilitate resident engagement events, forums, and site briefings
22. Support residents in accessing digital services and inclusive communication
23. Gather resident feedback and satisfaction data to inform service improvements
24. Identify and support residents with additional needs, referring to appropriate services where necessary
25. Good customer service skills
26. Experience in handling complaints and resolving queries
27. Clear written and verbal communication skills
28. Professional telephone manner
29. Experience in community engagement, social value, or resident involvement
30. IT literate and confident using digital systems
31. Effective problem-solving skills
32. Ability to work independently or as part of a team
33. Understanding of tenancy enforcement procedures and anti-social behaviour protocols
34. Awareness of safeguarding principles and how to escalate concerns
35. Ability to manage sensitive conversations with empathy and discretion
36. Experience working with diverse communities and promoting equality and inclusion
37. Knowledge of housing legislation and local authority procedures
38. Ability to take accurate meeting minutes and produce clear written records
Benefits we can offer you
39. 25 days annual leave plus bank holidays
40. Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
41. Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
42. Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
43. Family friendly policies
44. Company Van, Fuel Card and Uniform
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 over 3 months and have less than 9 points.
Candidates should be aware that all our roles are subject to relevant Background, Identity & Security checks before commencement of employment.