Resident Liaison Officer in Canterbury

Annual salary: up to £27,077.51

Full time - Permanent – 42.5hrs per week Monday – Friday 8am till 5pm

About the role

We work with Dover District Council delivering a variety of planned and responsive repairs works within the social housing sector and we are looking for an experienced Resident Liaison Officer to join our team in Dover. You will be working directly within the operational team, supporting the Planned Works supervisors and the Customer Success Manager to deliver excellent customer service. The role is office (Aylesham, Kent) and site based (throughout the Dover district) and includes daily interaction with residents and clients, facilitating planned works, providing updates and reporting on access, complaint resolution and compliments. You will also be involved in delivering our social value programme.

• Act as an ambassador for Mears and the Council and support customer engagement activities across all work streams; planned and responsive works.
• Work with the Council to support their resident engagement programme, attending resident meetings/consultation activities as necessary.
• Work with supervisors to ensure that appropriate consultation and communication with residents is undertaken, in their homes or during specific events, providing a point of contact during planned works and ensuring that feedback is obtained on works completion.
• Provide support and feedback to the Helpdesk, taking escalated calls as appropriate.
• Provide a single point of contact for customer and client throughout the complaint process, investigating issues, providing full responses or information within target times.
• Ensure that lessons learned from complaints, and complaint resolution actions are recorded and acted upon throughout the branch.
• Escalate any concerns about work processes, behaviour, safeguarding to the appropriate manager.
• Ensure all related policy, process and procedures are fully adhered to, and maintain accurate and relevant complaint, customer satisfaction and feedback records using company systems providing reports for the Council as required.
• Review, coordinate and monitor all customer related tasks and communication materials as appropriate.
• Support delivery of customer training, including standards and safeguarding, to operational teams and subcontractors.
• Act as a champion for social value, supporting the branch in specific activities and recording and promoting achievements.
• Provide administrative support across the office team and work closely to support other colleagues as required.

Role Criteria

• Previous experience in a customer facing role with experience in the above duties.
• Proactive in supporting colleagues, sharing knowledge, and contributing to team objectives while maintaining a positive and adaptable attitude.
• Demonstrated ability to manage enquiries, resolve issues promptly, and maintain high levels of customer satisfaction in fast-paced environments.
• Skilled in verbal and written communication, including drafting professional correspondence, formal letters, and clear reports for diverse audiences.
• Experienced in handling sensitive situations, mediating disputes, and achieving mutually beneficial outcomes with residents and stakeholders.
• Able to work under pressure, adjusting priorities to meet changing deadlines and project requirements.
• Previous experience managing documentation, maintaining accurate records, and ensuring compliance with organisational standards.
• Ability to use Microsoft Office Suite (Word, Excel, Outlook) and other digital platforms for scheduling, reporting, and communication.
• UK Full Driving licence.

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.

To drive a Mears vehicle, you must be aged over 21 have held your licence over 3 months and have less than 9 points.

Mears Group is a Disability Confident employer and recognises our people as our greatest asset, we hire individuality, recognising and valuing everyone is individual and ensuring equal access to opportunities for all regardless of social economic background or individual make up.

Candidates should be aware that all our roles are subject to relevant DBS/Security checks either before or upon commencement of employment. All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

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.