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- Tasks: Be the friendly face for tenants, ensuring smooth communication and satisfaction throughout their experience.
- Company: Join Mears Group, a company dedicated to social value and community support.
- Benefits: Enjoy 25 days annual leave, a company vehicle, and discounts on groceries and holidays.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Experience in social housing and multitasking; a full UK driving licence is essential.
- Other info: We celebrate diversity and support volunteering, with excellent career growth opportunities.
The predicted salary is between 24000 - 28000 £ per year.
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 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 elevate 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 explain 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.
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Customer Liaison Officer employer: Mears Group
Contact Detail:
Mears Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Liaison Officer
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend local events, and connect with current employees at Mears. You never know who might give you a heads-up about an opportunity or even put in a good word for you.
✨Tip Number 2
Prepare for the interview by researching Mears and understanding their values. Be ready to discuss how your experience aligns with their mission of putting customers first. Show them you’re not just another candidate, but someone who genuinely cares about the role.
✨Tip Number 3
Practice your communication skills! As a Customer Liaison Officer, you'll need to keep tenants informed and happy. Role-play common scenarios with a friend to build your confidence and ensure you can handle any situation that comes your way.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we’re here to support you throughout the process, so don’t hesitate to reach out if you have any questions!
We think you need these skills to ace Customer Liaison Officer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Liaison Officer role. Highlight your social housing experience and any relevant multitasking skills. We want to see how you can fit into our team!
Showcase Your Communication Skills: Since this role is all about keeping tenants informed and happy, demonstrate your communication prowess in your application. Use examples that show how you've effectively communicated with clients or customers in the past.
Be Yourself: We value individuality at StudySmarter, so let your personality shine through in your application. Share your passion for customer service and how you put customers at the heart of everything you do.
Apply Through Our Website: For a smooth application process, make sure to apply directly through our website. It’s the best way for us to receive your application and get you started on your journey with Mears!
How to prepare for a job interview at Mears Group
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Liaison Officer inside and out. Familiarise yourself with social housing, tenant needs, and the specific duties mentioned in the job description. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
As this role involves a lot of interaction with tenants and site management, be prepared to demonstrate your communication skills. Think of examples from your past experiences where you successfully managed customer relationships or resolved conflicts. This will highlight your ability to keep tenants informed and happy throughout the process.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess how you'd handle real-life situations on the job. For instance, think about how you would deal with an unhappy tenant or coordinate with subcontractors. Practising these scenarios can help you articulate your thought process and problem-solving skills during the interview.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the types of projects you'll be working on, or how success is measured in this role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.
