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- Tasks: Engage with residents, support planned works, and ensure excellent customer service.
- Company: Join Mears Group, a leader in social housing repairs with a commitment to community.
- Benefits: Enjoy 25 days leave, a company van, discounts, and a fun annual day out!
- Why this job: Make a real difference in the community while developing your skills in a supportive environment.
- Qualifications: Customer service experience and strong communication skills are essential.
- Other info: Be part of a diverse team that values individuality and offers career growth.
The predicted salary is between 22700 - 27000 £ per year.
Annual salary: up to £27,077.51
Location: Dover
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.
Resident Liaison Officer in Dover employer: Mears
Contact Detail:
Mears Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resident Liaison Officer in Dover
✨Tip Number 1
Get to know the company! Research Mears and Dover District Council, their values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in the role.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend local events. Building relationships can give you insider info and might even lead to a referral.
✨Tip Number 3
Prepare for the interview by practising common questions related to customer service and conflict resolution. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your experience.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the position. And remember, apply through our website for the best chance!
We think you need these skills to ace Resident Liaison Officer in Dover
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Resident Liaison Officer role. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since this role involves a lot of interaction with residents and clients, it's crucial to demonstrate your verbal and written communication skills. Use clear and professional language in your application to reflect your ability to handle sensitive situations effectively.
Be Proactive and Positive: We love candidates who show a proactive attitude! In your application, mention instances where you've supported colleagues or contributed to team objectives. This will help us see your adaptability and positive approach to challenges.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Mears
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the responsibilities of a Resident Liaison Officer. Familiarise yourself with the key duties mentioned in the job description, such as customer engagement and complaint resolution. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
As this role involves daily interaction with residents and clients, it's crucial to highlight your verbal and written communication skills. Prepare examples of how you've effectively communicated in previous roles, especially in resolving disputes or handling sensitive situations. This will give the interviewers confidence in your ability to manage enquiries and maintain high levels of customer satisfaction.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about past experiences where you had to mediate disputes or handle complaints. Practising your responses will help you articulate your thought process clearly during the interview, showcasing your ability to think on your feet.
✨Demonstrate Your Team Spirit
The role requires collaboration with various teams, so be prepared to discuss how you support colleagues and contribute to team objectives. Share specific examples of how you've worked well in a team environment, highlighting your proactive attitude and adaptability. This will show that you're not just a lone wolf but someone who thrives in a collaborative setting.
