Customer Liaison & Community Engagement Officer

Mears Group PLC; Holt; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Company Sick Pay

Life Assurance (2x annual salary)

£3,500 annual car allowance

25 days annual leave

Job summary

Mears Group PLC in Birmingham is hiring a Customer Liaison Officer on a permanent basis. The role focuses on planned and capital maintenance within social housing, delivering proactive communication and excellent service through local teams.

You will be the customer-facing link, coordinating activities and ensuring smooth delivery throughout the works life cycle. The position is full-time, based in Birmingham, with 42.5 hours per week, and a salary up to £32,000 per year plus a car allowance.

Qualifications

• Proven experience in a social housing/local authority environment with knowledge of responsive repairs, planned works and KPIs.
• Organised with attention to detail across documentation, reports and compliance.
• Excellent written and verbal communication skills.
• Experience delivering projects from start to finish, managing timelines and coordinating activity.
• Experience engaging with residents and managing expectations.
• Experience handling customer complaints professionally and empathetically.
• UK Full driving licence.

Responsibilities

• Provide a front-line professional service to all Customers & Tenants, delivering a positive face-to-face experience.
• Handle multiple tasks in a high-volume, fast-changing environment.
• Coordinate and deliver all customer-related tasks and communications.
• Ensure appointments are attended on time and to standard.
• Foster positive relationships between Mears and customers and communicate updates.
• Support customer engagement across channels and assist with resolution of inquiries.
• Inform customers clearly of progress and manage expectations throughout works.
• Convey accurate information to customers and operations teams.

Skills

Communication skills

Organisation

Customer service experience

Handling complaints

Resident engagement

Job description

Mears Group PLC in Birmingham is hiring a Customer Liaison Officer on a permanent basis. The role focuses on planned and capital maintenance within social housing, delivering proactive communication and excellent service through local teams.

You will be the customer-facing link, coordinating activities and ensuring smooth delivery throughout the works life cycle. The position is full-time, based in Birmingham, with 42.5 hours per week, and a salary up to £32,000 per year plus a car allowance.