Resident Liaison Officer
42.5 hours per week Monday – Friday. Annual salary up to £29,856.80 per annum.
“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 work on the SHDF retrofit programme within social housing. You will provide front‑facing support and advice, give proactive communication throughout the works life cycle, and keep the customer at the heart of everything. Your role is to deliver excellent service, support local teams and ensure customer needs are met.
Duties
* Deliver a professional front‑line service to customers, providing a positive face‑to‑face experience at all times.
* Manage a high volume of tasks in a fast‑paced 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 communicated clearly.
* 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, with the 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).
* Must hold a UK driving licence for at least 3 months, be over 21 years of age and have fewer than 9 penalty points.
* Subject to relevant Background, Identity & Security checks before commencement of employment.
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 support to undertake volunteering in the community.
* Staff perks with Mears Rewards – discounts up to 10% on groceries, holidays, eye‑test vouchers, share‑save scheme and more.
* Family‑friendly policies.
Equal Opportunity Employer
All our roles require candidates to have the entitlement to work within the UK. Mears does not currently offer visa sponsorship. Mears is a Disability Confident employer, valuing individuality and ensuring equal opportunities for all. We proudly support the Armed Forces Covenant and hold awards recognising our commitment to veterans transitioning into civilian careers. In our continued effort to promote social mobility, we invite applicants to voluntarily share background information during the application stages to help us better understand diverse experiences. These questions are optional and will not impact your ability to apply.
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