Customer Liaison Officer

Mears Limited; Evesham; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

25 days annual leave

Family friendly policies and enhanced/

Employee Assistance Programme

Cycle to Work Scheme

Life Assurance (2x annual salary)

Pension contributions

Job summary

Mears Group is seeking a Customer Liaison Officer to support planned maintenance and capital investment works across multiple counties. You will coordinate schedules, manage customer communications and maintain high service standards to ensure positive experiences for residents.

The role requires strong complaints handling, a customer-focused approach and a full UK driving licence. You will work with residents, subcontractors and internal teams to deliver refurbishment and investment programmes

Qualifications

• Strong complaints handling experience.
• Customer-focused approach with excellent communication skills.
• Full UK driving licence.
• Experience supporting planned maintenance or capital works programmes.
• Experience in end-to-end coordination and scheduling.
• Ability to work to strict deadlines in a fast-paced environment.

Responsibilities

• Act as the primary point of contact for customers throughout planned and capital works programmes.
• Manage the end-to-end scheduling and coordination of planned maintenance and capital investment works.
• Liaise with residents to communicate work schedules, access requirements and project updates.
• Coordinate appointments and resources to maximise productivity and customer satisfaction.
• Track and monitor work progress to ensure key milestones and service level agreements are achieved.
• Resolve customer queries, concerns and complaints professionally and proactively.
• Maintain accurate records using scheduling and work management systems.
• Build positive relationships with customers, clients, subcontractors and operational teams.
• Support the successful delivery of refurbishment, retrofit, compliance and capital investment programmes.
• Ensure all activities are completed in line with company procedures, client requirements and relevant legislation.

Skills

Customer service

Communication skills

Driving licence (UK)

Coordination

Social housing experience

Job description

Annual salary: up to £30,000.00

Customer Liaison Officer

Location: Evesham and surrounding areas

Contract: Permanent, Full Time, 8am to 5pm, Monday to Friday

Salary: £30,000 per annum

We are looking for a Customer Liaison Officer to join our team supporting planned maintenance and capital investment programmes across Worcestershire, Warwickshire and Gloucestershire. This is an excellent opportunity for a customer-focused professional who enjoys building strong relationships, coordinating activities and ensuring a positive customer experience throughout refurbishment and improvement projects.

About the Role:

As a Customer Liaison Officer, you will act as the primary point of contact for customers throughout planned and capital works programmes. You will support the delivery of refurbishment, retrofit, compliance and investment works by coordinating schedules, managing customer communications and maintaining excellent service standards.

• Act as the primary point of contact for customers throughout planned and capital works programmes
• Manage the end-to-end scheduling and coordination of planned maintenance and capital investment works
• Liaise with residents to communicate work schedules, access requirements and project updates
• Coordinate appointments and resources to maximise productivity and customer satisfaction
• Track and monitor work progress to ensure key milestones and service level agreements are achieved
• Resolve customer queries, concerns and complaints professionally and proactively
• Maintain accurate records using scheduling and work management systems
• Build positive relationships with customers, clients, subcontractors and operational teams
• Support the successful delivery of refurbishment, retrofit, compliance and capital investment programmes
• Ensure all activities are completed in line with company procedures, client requirements and relevant legislation

Key Criteria:

• Strong complaints handling experience
• Customer-focused approach with excellent communication skills
• Full UK driving licence
• Experience supporting planned maintenance or capital works programmes
• Confident supporting service users and customers
• Experience of end-to-end coordination and scheduling
• Ability to work to strict deadlines in a fast-paced environment
• Experience within social housing would be advantageous

Benefits:

• 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 (4 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.
• Company Sick Pay
• Life Assurance (2x annual salary)
• 5% employee and 3% employer pension contribution with People pension

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