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
“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, who understand the importance of working together for the local community. Providing 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.
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 and changing 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 clearly communicated
- 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)
Benefits we can offer you
- 25 days annual leave plus bank holidays
- Company Van and Fuel Card
- Uniform
- Annual 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 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 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:
Francesca Swan (francesca.swan@mearsgroup.co.uk)
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 understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.
