Customer Liaison Officer

Annual salary: up to £30,000.00 Customer Liaison Officer Location: Evesham Contract: Full Time Permanent. Salary up to £30,000per annum, plus, company van & fuel card. 42.5 hours per week (8-5 Monday - Friday) Mears Group is mobilising a new long-term social housing repairs and maintenance partnership across the wider Midlands region. Delivering housing repairs and maintenance services across a geographically diverse social housing portfolio covering market towns, rural communities and urban locations, the contract will include responsive repairs, planned maintenance and property services with a strong focus on customer service, quality and community investment.

We are now recruiting experienced Customer Liaison Officers across South Worcestershire, North Gloucestershire, and surrounding areas to support the mobilisation and ongoing delivery of the contract. About the Role: We are seeking a Customer Liaison Officer to join our team. You will be working in our social housing team, 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 ourEveshambranch 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 Responsibilities: Deliver a front-line professional service to all customers, ensuring a positive experienceCoordinate and manage customer-related operational tasks and communicationsAttend customer appointments promptly and to required standardsSupport the Group Customer Success Manager with operational needsBuild and maintain positive relationships between Mears and customers, ensuring effective follow-upAssist with social value initiatives and customer engagement across all channelsHelp resolve front-line complaints and queries in collaboration with the Customer Service CentreChampion social value, internal communications, and the red thread approachEngage customers positively, involve them in service delivery, and manage expectationsCommunicate accurate and timely information to customers and operational teams in clear termsEnsure customer feedback is acknowledged and shared with operational teams to improve serviceSupport delivery of customer-focused training to operational teamsRepresent Mears professionally as a brand ambassadorAdhere to all relevant policies, processes, and proceduresRecognise and escalate safeguarding concerns appropriatelyProvide basic guidance on tenancy conditions, lease agreements, and resident responsibilitiesCommunicate key safety messages and promote compliance with fire safety regulationsParticipate in or coordinate regular estate and property inspectionsWork with local authorities, contractors, and support services to resolve complex resident issuesAssist with complaint investigations and ensure thorough documentationOrganise and facilitate resident engagement events, forums, and site briefingsSupport residents in accessing digital services and inclusive communicationGather resident feedback and satisfaction data to inform service improvementsIdentify and support residents with additional needs, referring to appropriate services where necessary Role Criteria Good customer service skillsExperience in handling complaints and resolving queriesClear written and verbal communication skillsProfessional telephone mannerExperience in community engagement, social value, or resident involvementIT literate and confident using digital systemsEffective problem-solving skillsAbility to work independently or as part of a teamUnderstanding of tenancy enforcement procedures and anti-social behaviour protocolsAwareness of safeguarding principles and how to escalate concernsAbility to manage sensitive conversations with empathy and discretionExperience working with diverse communities and promoting equality and inclusionKnowledge of housing legislation and local authority proceduresAbility to take accurate meeting minutes and produce clear written records Benefits we can offer you 25 days annual leave plus bank holidaysAnnual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much moreFamily friendly policiesCompany 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.

Apply below or to discuss your application further; contact: Joe Monger () 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) to coincide with this, we hold 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 under