At a Glance
- Tasks: Support residents during retrofit works, ensuring clear communication and addressing concerns.
- Company: Join a community-focused company dedicated to improving social housing.
- Benefits: Enjoy competitive pay, generous leave, and a supportive work environment.
- Other info: Be part of an inclusive workplace with diverse support networks.
- Why this job: Make a real difference in people's lives while developing your career.
- Qualifications: Strong customer service skills and experience in resident liaison roles.
The predicted salary is between 31500 - 38500 £ per year.
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
- Act as the main point of contact for residents throughout the retrofit works, providing clear and regular updates.
- Build positive relationships with residents, ensuring their needs and concerns are listened to and managed professionally.
- Explain planned works, timescales and what residents can expect before, during and after works take place.
- Arrange and coordinate access to properties, working closely with residents and operational teams to minimise disruption.
- Support residents throughout the works, including those who may be vulnerable or require additional assistance.
- Liaise with site teams, contractors and other stakeholders to resolve resident queries, concerns or complaints promptly.
- Carry out resident visits and maintain regular face-to-face communication throughout the works programme.
- Maintain accurate records of resident communications, appointments, access arrangements and any issues raised.
- Support resident engagement activities, including meetings, consultations and information sessions where required.
- Monitor customer satisfaction and proactively address any issues that could impact the resident experience.
- Ensure residents are treated with respect and that the customer remains at the heart of the service throughout the works lifecycle.
- Work collaboratively with the wider team to support the successful delivery of the SHDF retrofit programme.
Role Criteria
- Strong customer service experience with a professional, resident-focused approach.
- Previous experience in a Resident Liaison or similar role.
- Excellent written, verbal and interpersonal communication skills.
- Ability to manage multiple priorities in a busy, fast-paced environment.
- Good organisational, planning and time management skills.
- Experience managing customer queries, complaints and expectations effectively.
- Confident engaging with residents and providing clear updates throughout works.
- Experience working collaboratively with operational teams, partners and stakeholders.
- Competent using computerised systems and maintaining accurate records.
- Experience supporting customer engagement, community projects or service improvements.
- Ability to build positive relationships and ensure customer feedback is communicated and acted upon.
Benefits we can offer you
- Company Sick Pay
- Life Assurance (2x annual salary)
- Commercial Vehicle
- 5% employee and 3% employer pension contribution with People pension
- 25 days annual leave plus bank holidays
- Family friendly policies including enhanced maternity (14 weeks full pay, 12 weeks half pay and 13 weeks statutory pay), paternity (2 weeks full pay) and adoption leave
- Employee Assistance Programme - free confidential support and counselling available
- Mears Rewards offering discounts and cashback at leading retailers including travel, household items and shopping
- 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 – up to two days per year to support community initiatives
- Cycle to Work Scheme
- Share save scheme
- Recognition and long service awards
- Buy up to 5 days holiday each year depending on length of service
- Learning and development opportunities
- Career progression opportunities across Mears Group
- Occupational health support
- Green car scheme with Tusker after successful probation period
- Be part of an inclusive workplace with access to a range of colleague networks and support groups focused on diversity, wellbeing and career development.
From Disability, Pride (LGBTQ+) and Ethnic Diversity networks to Women in Leadership, the Women Operative Support Group, Women's Health, Men's Mental Health and Armed Forces communities, these groups provide opportunities for support, connection and professional development across our diverse workforce.
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.
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Resident Liaison Officer (Planned & Retrofit) in Cambourne employer: Mears
As a leading employer in the healthcare sector, we offer our Commercial Gas Engineers a competitive salary of up to £50,000 a year, alongside a supportive work culture that prioritises employee well-being and professional development. Working within the Kent and Medway NHS sites, you will benefit from a collaborative environment that encourages growth and innovation, ensuring that your contributions make a meaningful impact on the community.
StudySmarter Expert Advice🤫
We think this is how you could land Resident Liaison Officer (Planned & Retrofit) in Cambourne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mears. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Mears before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Resident Liaison Officer (Planned & Retrofit) in Cambourne
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Mears:Your cover letter is your chance to shine! Tell us why you want to work at Mears specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Mears!
How to prepare for a job interview at Mears
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
