Resident Liaison Officer in Cambridge

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

• 25 days annual leave plus bank holidays
• Company Van and Fuel Card
• Uniform
• Volunteering Leave
• Staff perks with Mears Rewards
• 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 for 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.

Salary up to £28,917 per annum. 42.5 hours per week, Monday to Friday. Location: Cambridge, Cottenham. This is a full-time permanent role.

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