Customer Liaison Officer

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

Benefits offered by this job

Company van

Fuel card

25 days annual leave

Life Assurance (2x salary)

Pension contributions

Job summary

Mears Group is seeking a Customer Liaison Officer in Birmingham to support planned and capital maintenance within social housing. You will deliver front-line customer service, coordinate communications, and ensure appointments and updates are delivered on time to tenants and clients.

The role emphasises proactive customer engagement, clear updates, and collaboration with local teams to uphold high standards and KPIs throughout works.

Qualifications

• Experience working in social housing or local authority environments.
• Ability to communicate clearly with customers, tenants and teams.
• Track record of delivering services to standards and KPIs.

Responsibilities

• Provide front-line professional service to Customers & Tenants.
• Coordinate and deliver customer operational tasks and communications.
• Ensure appointments are kept and information is communicated timely.
• Support engagement activities across channels and handle complaints.
• Keep customers informed on progress and manage expectations.

Skills

Social housing experience

Local authority experience

Communication skills

Customer service excellence

Job description

Annual salary: up to £32,000.00. Customer Liaison Officer Birmingham Full time – Permanent. Salary up to £32,000 per annum + company van and fuel card. 42.5 hours per week Monday – Friday

About the Role:

As a Customer Liaison Officer, you will be working on our planned and capital maintenance 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:

• Provide a front-line professional service to all Customers & Tenants - pro-actively deliver a positive face to face experience
• Handling multiple tasks in a high volume in a rapidly changing environment
• Coordinate and deliver all customer operational related tasks and communication materials as appropriate
• Ensure customer & tennent appointments are attended on time and to standard
• Encourage positive relationships between Mears and the customer, ensuring all actions are followed up and communicated effectively
• Support customer engagement activities across all channels
• Support Customer Service Centre with resolution of front-line complaints and queries
• Engage customers in a positive way, involve them in the overall delivery process, keeping them informed of progress on works and manage expectations
• Convey accurate and timely information to customers and operational team, in clear terms
• Ensure customers opinions are acknowledged and feedback into operational teams champion customer insight solution delivering community projects

Key Criteria:

• Proven experience working within a social housing or local authority environment, with a good understanding of responsive repairs, planned works, compliance requirements and the importance of delivering services to agreed standards and KPIs.
• organised with a strong eye for detail, ensuring accuracy across documentation, reports, project updates and compliance records, and maintaining high standards throughout delivery
• Excellent communication skills (written and verbal)
• Demonstrable experience supporting or delivering projects from start to finish, managing timelines, coordinating activity, resolving issues.
• Experience engaging directly with residents, providing clear updates, managing expectations
• Experience handling customer complaints professionally and empathetically
• UK Full driving licence

Benefits we can offer you

• Company Sick Pay
• Life Assurance (2x annual salary)
• £3,500 annual car allowance or Company car
• 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.

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.

We are the people behind the smile! At Mears we look for people who share our vision and values - to make a positive difference to the communities we serve. We do this by improving homes, improving communities and improving lives. We are proud of our business and the opportunities we provide to colleagues working across the UK.

Our Values - Customers / Innovation / Teamwork / Responsibility