Job Description

Annual salary: up to 31,416.00
Customer Liaison Officer
Location: London- Kensal Road, London, W10
Contract: Full Time Permanent.
Salary up to 31,416.00 per annum, plus, company van & fuel card.
We are the largest provider of repairs and maintenance, and regeneration services across the UK. Mears provide tailored rapid-response and planned maintenance services through partnering arrangements with more than 70 local authorities, Arm's Length Management Organisations and Housing Associations.
About the Role:
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:

• Deliver a front-line professional service to all customers, ensuring a positive experience
• Coordinate and manage customer-related operational tasks and communications
• Attend customer appointments promptly and to required standards
• Support the Group Customer Success Manager with operational needs
• Build and maintain positive relationships between Mears and customers, ensuring effective follow-up
• Assist with social value initiatives and customer engagement across all channels
• Help resolve front-line complaints and queries in collaboration with the Customer Service Centre
• Champion social value, internal communications, and the red thread approach
• Engage customers positively, involve them in service delivery, and manage expectations
• Communicate accurate and timely information to customers and operational teams in clear terms
• Ensure customer feedback is acknowledged and shared with operational teams to improve service
• Support delivery of customer-focused training to operational teams
• Represent Mears professionally as a brand ambassador
• Adhere to all relevant policies, processes, and procedures
• Recognise and escalate safeguarding concerns appropriately
• Provide basic guidance on tenancy conditions, lease agreements, and resident responsibilities
• Communicate key safety messages and promote compliance with fire safety regulations
• Participate in or coordinate regular estate and property inspections
• Work with local authorities, contractors, and support services to resolve complex resident issues
• Assist with complaint investigations and ensure thorough documentation
• Organise and facilitate resident engagement events, forums, and site briefings
• Support residents in accessing digital services and inclusive communication
• Gather resident feedback and satisfaction data to inform service improvements
• Identify and support residents with additional needs, referring to appropriate services where necessary
• Good customer service skills
• Experience in handling complaints and resolving queries
• Clear written and verbal communication skills
• Professional telephone manner
• Experience in community engagement, social value, or resident involvement
• IT literate and confident using digital systems
• Effective problem-solving skills
• Ability to work independently or as part of a team
• Understanding of tenancy enforcement procedures and anti-social behaviour protocols
• Awareness of safeguarding principles and how to escalate concerns
• Ability to manage sensitive conversations with empathy and discretion
• Experience working with diverse communities and promoting equality and inclusion
• Knowledge of housing legislation and local authority procedures
• Ability to take accurate meeting minutes and produce clear written records

Benefits we can offer you

• 25 days annual leave plus bank holidays
• 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
• 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.
Apply below or to discuss your application further; contact: Laura Bourne (laura.bourne@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.

Skills Required