Customer Liaison Officer

Mears; Birmingham; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Company Sick Pay

Life Assurance (2x annual salary)

Car allowance or company car

Pension contributions

Job summary

Mears Group is seeking a Customer Liaison Officer in Birmingham to support our planned maintenance programmes within social housing. You will deliver front-line customer service, coordinate communications, attend appointments, and keep residents informed throughout works.

You will work with local teams to ensure high standards, manage expectations, handle enquiries, and contribute to positive customer outcomes while complying with KPIs and safety requirements.

Qualifications

• Proven experience in social housing or local authority environments.
• Strong organisational skills with high attention to detail across documents, reports and updates.
• Excellent written and verbal communication skills.
• Experience delivering projects from start to finish, managing timelines and coordinating activity.
• Experience engaging directly with residents, giving clear updates and managing expectations.

Responsibilities

• Provide a front-line professional service to customers & tenants and deliver a positive face-to-face experience.
• Coordinate and deliver customer operations tasks and communications.
• Ensure appointments are attended on time and to standard.
• Foster positive relationships between Mears and customers and communicate outcomes.
• Support customer engagement across channels and assist with front-line enquiries.

Skills

Communication skills

Organised

Attention to detail

Project coordination

Customer service

Time management

Education

UK driving licence

Job description

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.